Social Media
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SOCIAL MEDIA
The data-powered social media industry is thriving more than ever but is also faced with unique challenges that have a direct impact on user satisfaction. Moreover, customer feedback is noisy, and most survey data are prone to measurement error. Explore what drives users toward one platform over another using ACSI’s statistical expertise and deep understanding of user behavior.
At a glance:
SOCIAL MEDIA
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Inaugural year:
2010
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Updated:
annually
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most recent data:
2024
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Companies:
9 major social media websites, plus aggregate of smaller sites
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Social Media | 73 | 74 | 1% | |
| All Others | 74 | 79 | 7% | |
| #tiktok | TikTok | 77 | 78 | 1% |
| #youtube-google | YouTube (Google) | 78 | 77 | -1% |
| #instagram-meta | Instagram (Meta) | 73 | 76 | 4% |
| #linkedin-microsoft | LinkedIn (Microsoft) | 75 | 76 | 1% |
| 77 | 74 | -4% | ||
| 69 | 70 | 1% | ||
| #facebook-meta | Facebook (Meta) | 66 | 69 | 5% |
| #x-formerly-twitter | X (formerly Twitter) | 69 | 69 | 0% |
| #snapchat | Snapchat | 70 | 68 | -3% |
Social Media Benchmarks
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Quality of mobile app | 82 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 81 |
| Ease of navigation | 78 | 79 |
| Ease of using the site on different devices | 78 | 78 |
| Relevance of content | 76 | 78 |
| Loading speed performance and reliability | 76 | 78 |
| Ease of uploading and editing photos and videos | 75 | 77 |
| Freshness of content | 75 | 77 |
| Speed and reliability of video clips | 76 | 77 |
| Variety of services and information | 76 | 77 |
| Privacy | 73 | 73 |
| Ability to use site without disruption | NM | 72 |
| Balance between ad and non-ad content | NM | 71 |
| Trustworthiness of ads | NM | 67 |
| Personal relevance of ads seen | NM | 66 |
NM = Not Measured
Industry averages are weighted by companies’ market shares.
2024 results based on data collected July 2023 – June 2024.