Social Media
Cut through the noise with measurement that’s meaningful
Capture a more reliable measure of user satisfaction and the know-how to
improve it.
SOCIAL MEDIA
The data-powered social media industry is thriving more than ever but is also faced with unique challenges that have a direct impact on user satisfaction. Moreover, customer feedback is noisy, and most survey data are prone to measurement error. Explore what drives users toward one platform over another using ACSI’s statistical expertise and deep understanding of user behavior.
At a glance:
SOCIAL MEDIA
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Inaugural year:
2010
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Updated:
annually
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most recent data:
2022
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Companies:
11 major social media websites, plus aggregate of smaller sites
Satisfaction Benchmarks by Company
Social Media
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Social Media | 70 | 71 | 1% |
| 1 | 61 | 68 | 11% | |
| 1 | Instagram (Meta) | 69 | 67 | -3% |
| 1 | Facebook (Meta) | 62 | 61 | -2% |
| 1 | 78 | 76 | -3% | |
| 1 | YouTube (Google) | 76 | 76 | 0% |
| 1 | TikTok | 72 | 73 | 1% |
| 1 | 72 | 71 | -1% | |
| 1 | Wikipedia | 73 | 71 | -3% |
| 1 | Snapchat | 70 | 70 | 0% |
| 1 | Tumblr | 69 | 70 | 1% |
| 1 | LinkedIn (Microsoft) | 69 | 68 | -1% |
| 1 | All Others | 74 | 72 | -3% |
Social Media Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Quality of mobile app | 82 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 78 |
| Ease of using the site on different devices (smartphones and tablets) | 77 | 77 |
| Ease of navigation | 75 | 76 |
| Site performance | 77 | 76 |
| Speed and reliability of video clips | 75 | 74 |
| Variety of services and information | 75 | 74 |
| Ease of uploading and editing photos and videos | 73 | 73 |
| Freshness of content | 74 | 73 |
| Relevance of content | 72 | 72 |
| Privacy | 71 | 71 |
| Amount of ads on site | 71 | 69 |
Industry averages are weighted by companies’ market shares.