Social Media Advertising Not Making Friends With Consumers – thnx @david_vanamburg


In spite of a staggering 20% increase in user volume over the past year, user satisfaction with social media websites at 68 is still one of the lowest-scoring industries among all those measured by ACSI. It surpasses only Internet service (65), which indicates that users are displeased with multiple components of their online experience.

By David VanAmburg
Vía acsimatters.com

So what reasons do users most often cite as the cause for their low satisfaction? According to ACSI’s July 2013 report, the main contributor is an increase in advertising on social media sites. Other concerns include wariness about privacy violations and unhappiness with the ease of interface use.

Wikipedia, the leading company for a fourth straight year at 78, is notable for its lack of advertising and easy-to-use interface. Pinterest, at 72, was the only site to make a significant gain (+4%) and also benefits from a streamlined interface that allows users to create and access their accounts via Facebook and Twitter.

Social networking sites Facebook, Twitter, and LinkedIn are at the bottom of the category in spite of their popularity. Sites like these will likely need to step up their efforts in the crucial areas of advertising and interface development to improve customer satisfaction. In the meantime, they remain the lowest-rated companies in the e-business category.

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ACSI Benchmarks for Smartphone Brands 2013


ACSIThe American Customer Satisfaction Index - The voice of the Nation's Consumer

The American Customer Satisfaction Index independently measures customer satisfaction with top-selling smartphone brands available to U.S. consumers. The customer satisfaction benchmarks are based on randomly sampled interviews with current smartphone users. The study expands ACSI coverage of the cell phone industry to provide ACSI clients with detailed customer satisfaction data at the brand level for the rapidly growing smartphone market.

Smartphone Press Release July 2013 »

July 31, 2013

Smartphone Customer Satisfaction 2013
Model Manufacturer ACSI Score
(0-100 Scale)
Galaxy S III Samsung 84
Galaxy Note II Samsung 84
iPhone 5 Apple 82
iPhone 4S Apple 82
iPhone 4 Apple 81
Droid Razr Maxx HD Motorola Mobility 80
Galaxy S II Samsung 78
Droid Razr Motorola Mobility 77
Curve BlackBerry 67
Bold BlackBerry 64

Happy Campers – Customer Satisfaction & What it Means for Your Business Happy Campers – Customer Satisfaction & What it Means for Your Business

In a recent survey, consumers were asked about important factors in deciding whether or not to do business with a certain company. 98% of respondents said that customer experience was among the top 3 factors.

Investing in customer satisfaction has the potential to produce enormous dividends. In this graphic, we’ll briefly cover customer satisfaction, what happens when you get it wrong, what happens when you get it right, and what you can do about it.


http://blog.kissmetrics.com/happy-campers/

In a recent survey, consumers were asked about important factors in deciding whether or not to do business with a certain company. 98% of respondents said that customer experience was among the top 3 factors.

Investing in customer satisfaction has the potential to produce enormous dividends. In this graphic, we’ll briefly cover customer satisfaction, what happens when you get it wrong, what happens when you get it right, and what you can do about it.

Happy Campers - Customer Satisfaction & What it Means for Your Business

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Click here to download a .pdf version of this infographic.