For the first time, the 2010 American Customer Satisfaction Index (ACSI) E-Business Report, produced in partnership with ForeSee Results and based on interviews with 70,000 customers, has included scores for social media sites. Among the findings in the report:
- The aggregate score for social media sites was 70 on the ACSI’s 100-point scale of customer satisfaction, just above airlines, but below insurance companies.
- Facebook scored 64 on the ACSI’s 100-point scale, which puts Facebook in the bottom 5% of all measured private sector companies. MySpace scored even lower, with a 63 point rating.
- Wikipedia (77) and YouTube (73) were the top-scoring social media sites.
The report also includes statistics related to purchasing recommendations. Fourteen percent of YouTube users and 12% of Facebook users reported that they have purchased products or services that were recommended to them on the site.
Click here to download the report (free, registration required).