14% of YouTube and 12% of Facebook Users Have Purchased Products Recommended on the Site; ACSI Reports Low Customer Satisfaction Scores

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 read the press release.

Click here to download the report (free, registration required).