ACSI-2017年美国消费者满意度指数报告（英文）-2017.7.25-10页-1mb

ACSI E-Business Report 2017 Summary

Core Content Overview

The American Customer Satisfaction Index (ACSI) is a national economic indicator that measures customer satisfaction with products and services in the U.S. In 2017, the ACSI E-Business Report focused on three key categories: Internet Social Media, Internet Search Engines & Information, and Internet News & Opinion. The report highlighted a decline in overall e-business customer satisfaction, primarily driven by the performance of search engines and news websites, while social media maintained relatively stable scores.

Main Findings

Overall E-Business Satisfaction

• Customer satisfaction with e-business fell by 0.8% to a score of 74.3 on the ACSI 100-point scale.
• The decline was due to lower satisfaction with internet news and search engines, while social media remained unaffected.

Internet Social Media

• Customer satisfaction remained steady at 73, with the industry average unchanged.

• Key Performers:

  • Google+ saw a 7% increase to 81, driven by new features and integration with other Google products.
  • Pinterest improved by 3% to 78, thanks to enhanced technology and user experience.
  • Twitter posted the largest gain, 8% to 70, due to its growing role as a news source.

• Stagnant or Declining Scores:

  • Facebook remained at 68, unchanged from 2016, but better than its historic average.
  • Instagram increased slightly to 75 (+1%).
  • YouTube dropped 4% to 74, just above the industry average.
  • Wikipedia fell 1% to 77, due to a decline in the number of editors.
  • LinkedIn stayed at 65, the lowest in the category.
  • Tumblr increased by 1% to 68.

• Industry Benchmarks:

  • Site performance (77) and ease of navigation (76) were the highest.
  • Ease of use on devices (75) and privacy (72) saw slight declines.
  • Video content (75) was the only area with an increase, though still below the industry average.
  • Advertising remained a major concern, scoring 69.

• Mobile Performance:

  • Mobile browser performance improved by 4% to 75.
  • Mobile apps underperformed, with a 1% decline to 72, matching desktop satisfaction.

Internet Search Engines & Information

• Customer satisfaction dropped by 1.3% to 76.

• Google fell 2% to 82, but still led with a 9-point lead over Bing.

• Bing dropped 3% to 73, tying with Yahoo!.

• MSN had the biggest decline, 4% to 72, while AOL improved slightly to 70.

• Answers.com fell 1% to 68.

• Industry Benchmarks:

  • Navigation and information variety both dropped 1% to 79.
  • Site performance declined to 78.
  • Content freshness dropped to 78.
  • Mobile performance deteriorated to 73, matching desktop performance.
  • Advertising was the biggest issue, dropping 4% to 66.

Internet News & Opinion

• Customer satisfaction fell by 1.3% to 75.

• FOXNews.com dropped 3% to 77, tying with smaller news sites.

• ABCNews.com and USATODAY.com both fell 3% to 74.

• NYTimes.com dropped 4% to 73.

• MSNBC.com fell 6% to 72.

• CNN.com dropped 5% to 71.

• TheHuffingtonPost.com had the largest decline, 7% to 67.

• Industry Benchmarks:

  • Fresh content and information variety both dropped 1%.
  • Ease of navigation and site performance remained steady at 78 and 77, respectively.
  • Ease of use on mobile devices declined to 75.
  • Mobile browser performance improved slightly to 74, outperforming mobile apps and desktops.
  • Advertising remained a significant issue, dropping 3% to 66.

Key Takeaways

• Social media remained the most resilient category, with Google+ and Twitter leading the improvement.
• Search engines and information websites faced a decline, primarily due to navigation issues, content freshness, and advertising.
• News and opinion websites saw a broad decline, with TheHuffingtonPost.com and MSNBC.com being the most affected.
• Advertising was consistently cited as the biggest drawback across all e-business categories.
• Mobile performance became a key differentiator, with mobile browsers outperforming mobile apps in most categories.
• The ACSI report is based on 4,978 interviews conducted between June 25, 2016, and May 9, 2017.

Methodology

• The ACSI uses econometric models to analyze customer satisfaction based on expectations, perceptions of quality, and value.
• It links customer satisfaction to complaints and loyalty.
• Data is collected from interviews with customers, and results are reported on a 0–100 scale.
• The report is confidential and provides industry-competitive and best-in-class data to ACSI clients.

Conclusion

The 2017 ACSI E-Business Report indicates a shift in customer preferences, with social media maintaining strong performance while search engines and news sites face growing challenges. Despite these declines, social media continues to be a trusted platform for users, though advertising and mobile app performance remain critical areas for improvement.