Tag Archives: Google

Customer Satisfaction: Social Media Websites Rank Among The Worst

How satisfied are consumers with social media sites? Today, the American Customer Satisfaction Index (ACSI) released its yearly E-Business Report, which takes an in-depth look at user satisfaction with social media, as well as portals and search engines, and news and opinion websites. Overall, e-business websites have seen a 2.9% increase in customer satisfaction since 2013, reaching 73.4 on ACSI’s 100-point scale.

Social Media

The bad news: social media websites rank among the worst-performing companies researched by the ACSI.

However, there’s also good news: they have improved since 2013. Climbing 4.4% to 71, social media outlets are now the fourth lowest-scoring category in the ACSI; consumers are even less satisfied by airlines, subscription TV, and internet service providers.ACSI 1

Facebook and LinkedIn generated higher satisfaction this year, but according to their own users, these platforms are still worst in the industry. However, both platforms generated an 8% increase in user satisfaction, reaching an ACSI score of 67 – LinkedIn’s highest score to date. Twitter reached a record high as well, up 6% reaching a score of 69.

Pinterest has emerged as the new favorite social network for consumers, increasing 6% to an ACSI score of 76. Improved features and search capabilities have launched the site to the top of the social media category for the very first time.

After leading the category for four consecutive years, Wikipedia is the only major site to experience a decrease in user satisfaction, falling 5% for a score of 74 (and now ranking below Pinterest). Though struggling to maintain active contributors, Wikipedia remains as the world’s sixth most-visited website, and continues to overpower most of the industry.

YouTube has increased 3% to 73, matching the average of  the “all other” social media category, which includes Instagram, Reddit, and Tumblr. Google+ has remained the same at 71.

Privacy concerns and an abundance of advertisements are responsible for low user satisfaction in social media, according to ACSI.

Search Engines and Portals

Customer satisfaction with search engines and portals increased 5.3%, reaching a score of 80 – largely because of the world’s most popular search engine, Google, which generated an 8% increase and an ACSI score of 83.

ACIS2User satisfaction for other search engines and portals fall far below Google, however. Large competitors have seen their numbers fall – Bing has fallen 4% to 73, tying MSN (who fell 1%), while Yahoo! dropped 7% to 71 – its lowest score, and third consecutive year of decline. AOL remains in last place declining 1% to 70.

With Google as the leader, search engines have proven to give customers a better overall experience than any other e-business category. Because search engine freshness of content is much better than newspaper websites and social media networks, ads are more tolerated on search engines, according to ACIS.

 

News and Opinion Websites

User satisfaction with news and opinion websites has increased 1.4% to 74 – led by sources outside of mainstream media. Larger media organizations have registered declines in reader satisfaction, while the total score of smaller internet news sources (including BBC and NPR) has jumped 7% to 77.

For the first time in five years, FOXNews.com readers are not the most satisfied, as the site has fallen 7%, for a score of 76.

USATODAY.com has generated a 4% gain, reaching 76 – tying FOXNEWS.com for the very first time. ABCNEWS.com has fallen to 74, followed by NYTimes.com (73). CNN.com has fallen by 4%, tying TheHuffingtonpost.com at the bottom with 70.

Are you surprised by consumers’ lack of satisfaction with social media websites?

The ACSI E-Business Report (2014) is based off interviews with 6,259 customers of these three categories, chosen and contacted randomly between May 6 and May 29, 2014.

Health And Fitness Apps See 62% Increase In Usage In Last Six Months

Usage of health and fitness apps has grown exponentially since 2013. Looking at data from over 6,800 iPhone and iPad apps listed under the health and fitness category, Flurry Analytics reports a 62% increase in the usage of health and fitness apps over the past 6 months, while the overall mobile app industry has only seen a 33% increase. Such a statistic means that growth in health and fitness apps is 87% faster than the entire mobile app industry.

Health and Fitness apps

One factor that has sparked the growth of health and fitness apps is the fact that more fitness devices and wearable accessories are being sold to help track physical progress. Many of these accessories come compatible with mobile applications, which are then designed to be used on a daily basis.

Over the past two years, there have also been various innovative health and fitness apps integrated with major social networks. One example is MapMyFitness; a fitness app connected with Facebook, where friends can cheer each other on, share and like recent achievements, and challenge each other to fitness competitions. Such integration has inspired other fitness-based social networks including Fitocracy, Daily Mile, and Traineo.

Flurry also reports that much of the growth in the health and fitness category is a result of a new group of consumers called “Fitness Fanatics:” mobile consumers who spend more than three times the average amount of time using health and fitness apps. Fitness Fanatics are 62% females and 38% males, according to Flurry. Digging even deeper, Flurry concluded that Fitness Fanatics are mostly mothers ages 25-54, who are sports fans and live very active lives.

Apple is set to release HealthKit in the fall, a health and fitness app that links to wearable fitness technology.

Apple is set to release HealthKit in the fall, a health and fitness app that links to wearable fitness technology.

With the emergence of Fitness Fanatics, along with increasing interest in tracking physical health, health and fitness apps are expected to become the hot commodity of the wearable technology market. By 2017, around 30% of American consumers will wear a device to track sleep, food, exercise, and heart rate on a daily basis, according to Stephanie Tilenius of Kleiner Perkins Caufield & Byers.

Such expectations prove to be encouraging for Apple and Google, as they get set to release HealthKit and GoogleFit; new apps that link to wearable fitness technology. Since Fitness Fanatics are the ones most regularly using this technology, they are estimated to be the first to adopt these new apps, and the group Apple and Google will focus most of their attention on.

Apple has already begun marketing the various health and fitness apps that can be downloaded as a part of HealthKit and iOS8.

Is it time you begin tracking your health and fitness with your mobile device?

Sony Builds Interactive Social Media Hub For 2014 World Cup

Sony has teamed up with media agency Isobar to create a new interactive platform for this year’s World Cup, called One Stadium Live. This online forum, which opened on May 1st, compiles the comments and conversations of soccer fans across the world on Twitter, Facebook, and Google+, organizing them all on one website.

One Stadium Live will highlight the event’s most recent – and talked about – news, results, and (of course) conflicts. The forum will also keep statistics on all 32 teams and their players as the tournament progresses. Sony’s “Newsroom Team” will work around the clock to maintain the site, both leading up to and during the tournament, in six different languages.

Sony's One Stadium Live allows for soccer fans across the world to connect using a single website.

Sony’s One Stadium Live allows soccer fans across the world to connect using a single website.

This effort is part of Sony’s One Sony campaign, which is an attempt to use technology to help tell stories and display how customers feel. Nick Bailey, CEO of Isobar, sums up the user experience: “You’ll be able to tune in and see what people are saying, but in an engaging and entertaining way. It won’t feel like just a load of Twitter hashtags – it will be a snapshot of what the world is feeling” (AdAge).

One Stadium Live will evaluate the meaning of each post and group together similar comments, allowing fans to interact on a global scale. To safeguard against unwanted messages within these conversations, Sony’s up-to-date technology protects against bots and retweets. The Newsroom team is also in charge of moderating posts to eliminate racist and drug-related comments.

Bailey boldly predicts that 60% of all tweets during the month of the World Cup will be dedicated to the tournament’s action. With an exponential rise in the use of social media platforms between the 2010 World Cup and today, One Stadium Live provides a unique venue to aggregate the increasing amount of conversations soccer fans are having across the world. Through clean, yet spirited communication, this online hub hopes to bring fans closer to the action, and make them feel a part of this global tournament.

Users can quickly browse between the World Cup's "loudest" and "posts" from Twitter, Facebook, and Google+ all at once with One Stadium Live's easy -to-use home page.

Users can quickly browse between the World Cup’s “loudest” and “latest” posts on Twitter, Facebook, and Google+ with One Stadium Live’s easy-to-use home page.

Trials using One Stadium Live were held during international friendly matches in preparation for the World Cup, and resulted in high engagement around a wide range of conversation topics (some examples: team strategies, jerseys, and which players are “hot”).

Following the conclusion of the World Cup, Sony and Isobar plan to modify One Stadium Live into a platform for other major sporting events and shows around the world (one possibility: the next Academy Awards).

Social Networking Stats: Active Usage Drops For Facebook and Twitter, #RLTM Scoreboard

The #RLTM Scoreboard: Social Networking Stats for the Week

Facebook: 1.23 billion monthly active users via Facebook
YouTube over 1 billion monthly unique users via YouTube
Twitter: 255 million monthly active users via VentureBeat
Qzone: 599 million monthly active users via TechCrunch
Sina Weibo: over 500 million users via The Next Web
Renren: over 170 million users via iResearch iUser Tracker
VK: over 230 million registered accounts via VK
LinkedIn: 300 million members via LinkedIn
Google Plus: 343 million monthly active users via GlobalWebIndex
Tumblr: 186 million blogs via Tumblr
Instagram: 200 million users via Instagram
Vine: 40 million registered users via Vine
Tagged: 20 million unique monthly users via Tagged
Foursquare: 45 million users via TechCrunch
Pinterest: 70 million users via The Next Web
Reddit: 109 million monthly unique visitors via Reddit
WhatsApp: 500 million users via WhatsApp
Messenger: 200 million users via re/code
SnapChat:  ???? via TechCrunch

Please email marissa@modernmedia.co if you have additional updates, or a social network that you feel should be on the list.  

Active Usage Drops For Facebook and Twitter

Which social networks do you think are seeing the most growth? New data from GlobalWebIndex looks at active usage for several platforms, showing a decline for some of the largest platforms, but also huge gains for Instagram and Tumblr.

Here’s the change in active usage for each platform over the last two quarters (six months):

  • both Facebook and YouTube saw active usage drop 6%
  • LinkedIn and Twitter’s active usage dropped 3%
  • Google+’s dropped 1%

However, it wasn’t all bad:

  • active use of Instagram rose 25%
  • Tumblr saw a 22% growth in active usage
  • Pinterest’s active usage grew 7%

Social Platform Active Users - GlobalWebIndex Study

Social Media News Ticker: Facebook Launches “Nearby Friends”

Check out this week’s summary of all the latest social media news, including changes and new features for Facebook, Twitter and Google+:

Facebook Introduces Nearby Friends

Facebook

Twitter

  • Twitter agrees to buy data partner Gnip – Twitter has acquired Gnip, a startup the micro-blogging platform has been working with for years; plans are to offer more sophisticated data sets and better data enrichments for businesses using the data from Twitter’s “Firehose” (re/code)
  • Twitter pushes further into mobile ads with MoPub integration – Twitter is now making it easier to run marketing campaigns on both Twitter and MoPub, the mobile web ad exchange that Twitter purchased last fall; the new set-up makes it much simpler for advertisers to use the two platforms together (The Wall Street Journal)

Google+

Any social media updates that we missed? Let us know in the comments below.

Which Social Networks Drive the Most Engaged Referrals?

YouTube drives the most engaged referral trafficYouTube is the “undisputed champion” among social networks in terms of driving referrals, delivering the most traffic and the highest levels of engagement, according to a new study from Shareaholic.  The analysis of average visit duration, pages per visit and bounce rate reveals which of the top eight social media platforms are driving the best referral traffic.

YouTube drives the most engaged referrals, with the lowest average bounce rate (43.19%), the highest pages per visit (2.99) and the longest visit duration (227.82 seconds). Viewers clearly engage longer with video, and are quite receptive to clicking on related content.

Linkedin drives high quality social referralsBoth Google+ and LinkedIn drive the fewest social referrals out of the eight platforms studies, but the visitors they bring in are high quality.  Google+ users spend more than 3 minutes on average examining content, visit 2.45 pages, and have a low bounce rate of 50.63%. LinkedIn users spend an average of 2 minutes and 13 seconds per click, view 2.23 pages and bounce 51.28% of the time. While traffic from these two social networks remains low, engagement is impressive.

Tied in fourth place are Twitter and Facebook, with similar results. Bounce rate is the same for both platforms (56.35%), and while Twitter referrals view 2.15 pages per visit, Facebook users view 2.03 pages. Facebook users stay on site for 127.44 seconds, Twitter users for slightly less (123.10).

As for the remaining three platforms:

  • Pinterest sees a similar bounce rate to Twitter and Facebook, but just 1.71 pages per visit, and about half the average visit duration (64.67 seconds)
  • Reddit users show a high bounce rate (70.16%)
  • StumbleUpon comes in last, with the least engaged referrals: 1.5 pages per visit and just 54.99 seconds on site

How much traffic does your site receive from social media referrals?  How engaged are those visitors with your content?

Social Media Referral Engagement | Shareaholic

The study examined 6 months of data (Sept 2013 – Feb 2014) across Shareaholic’s network of 200,000+ sites reaching more than 250 million unique monthly visitors. Download the report here: Shareaholic’s “Social Referrals That Matter” Report.

Do Americans Trust Facebook?

Who do you trust with your personal information?

Photo by Master isolated images, courtesy FreeDigitalPhotos.net

A recent poll reveals how much trust Americans place in Facebook, as compared to Google, the National Security Agency (NSA) and the Internal Revenue Service (IRS).

Here are the Reason-Rupe poll findings:

Which of the following do you TRUST THE MOST with your personal information?

  • The Internal Revenue Service or IRS 35%
  • The National Security Agency or NSA 18%
  • Google 10%
  • Facebook 5%

Apparently, Americans don’t feel their personal information is very safe with Facebook. Are you surprised that the NSA ranks above Google here?

Who do you think is most likely to VIOLATE YOUR PRIVACY?

  • The National Security Agency or NSA 36%
  • Facebook 26%
  • The Internal Revenue Service or IRS 18%
  • Google 12%

Once again, Americans are not very comfortable with Facebook – over one-quarter of those surveyed think Facebook is most likely to violate their privacy.

The Reason-Rupe national survey conducted live interviews with 1,003 Americans on mobile (503) and landline (500) phones from March 26-30, 2014.

Do you trust Facebook?

YouTube Commands 50% of Time Spent On Mobile Entertainment Apps

How much time are Americans spending on mobile apps, and which are the most popular? A new study from Flurry takes a look at how apps are dominating mobile, and Google and Facebook are commanding lots of our time.

The average US consumer now spends 2 hours and 42 minutes per day on mobile; apps command a whopping 86% of that time, or 2 hours and 19 minutes per day. Time spent on the mobile web has continued to drop, now totaling just 14% of Americans’ time on mobile.

Apps Dominate Mobile Web - Flurry report

So which apps are US consumers spending the most time with? Gaming apps are still tops, leading with 32% of time spent on mobile. Next comes social and messaging applications with 28%, followed by entertainment (8%) and utility (8%) applications.

Facebook (including Instagram) is responsible for more than half of the time spend on social/messaging applications, and YouTube accounts for fully half of the time spent on entertainment apps.

“YouTube is definitely Google’s killer franchise on mobile,” said Flurry President and Chief Executive Officer Simon Khalaf on Flurry’s blog. “There are a lot of people saying YouTube is the best acquisition Google ever made.”

Time Spent on Mobile - Flurry report

Mobile Ad Spending Grows 105% in 2013

Mobile ad spending worldwide [eMarketer]In 2014, mobile ad spending will account for nearly one-quarter of total digital ad spending worldwide, according to the latest estimates from eMarketer. Much of this growth is driven by increased mobile ad spending from Facebook and Google.

Mobile ad spending worldwide increased 105% in 2013 to $17.96 billion; in 2014, that number is projected to rise 75.1% to $31.45 billion.

2013 saw an additional $9.2 billion allocated to mobile ad spending; Facebook and Google were responsible for 75% of that number, and together they accounted for more than two-thirds of mobile spending last year.

Mobile was responsible for 23% of Google’s global net ad revenues in 2013; this number will rise to nearly 39% in 2014.

However, it’s Facebook that has the brighter mobile future.  Back in 2011, mobile accounted for just 11% of net ad revenues worldwide. Last year that number rose to 45%; in 2014, it’s predicted to reach a whopping 63% of Facebook’s global digital ad revenues.

Is your brand spending on mobile advertising?

Social Media News Ticker: Facebook Email is Dead, Twitter’s Amplify Now on Movie Screens

Check out this week’s summary of all the latest social media news, including changes and new features for Facebook, Twitter, Google+ and LinkedIn:

Facebook's New Ad Campaign Structure

Facebook’s new ad campaign structure

Facebook

Twitter

Google+

LinkedIn

Any social media updates that we missed?