"The noise factor can detract from immersive experiences like Facebook and Twitter. Neither one is curated or edited, so users have to filter through ads, banter and irrelevant posts to find useful or entertaining threads or connections," said Eric Feinberg, Foresee senior director of mobile, media and entertainment. "Wikipedia, as a managed site without advertising, doesn't have that problem."
Social media is the most mobile category in e-business, according to the report, with nearly one-third of users surveyed using social media via mobile phone. Only 9% of search engine users surveyed said they accessed a search site via mobile and 24% of news and information users used an app or mobile site.
News and Information News and information websites hold steady at 73 for a third year in a row, and FOXNews.com continues its domination of the category with a score of 82 (-2%). ABCNews.com (-1%) and NBCNews.com (+3%) are the best of the rest with a score of 75. NYTimes.com's pay wall hasn't affected satisfaction with the site, as it scores 74 for a second year. CNN.com and USAToday.com slip in equal measure, dropping 3% to 73. Smaller news sites, such as the Washington Post, BBC, the Chicago Tribune and others, are under the All Others umbrella, which is unchanged at 72. Also unchanged is HuffingtonPost.com, which has anchored the category with a score of 69 every year since it was added to the Index in 2011.
For complete historical scores and more analysis, please visit www.theacsi.org, and for additional insight www.foresee.com.
About ACSI The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. The ACSI uses data from interviews with roughly 70,000 customers annually as inputs to an econometric model for analyzing customer satisfaction with more than 230 companies in 43 industries and 10 economic sectors, as well as over 100 services, programs, and websites of federal government agencies.
ACSI results are released on a monthly basis, with all measures reported on scale of 0 to 100. ACSI data have proven to be strongly related to a number of essential indicators of micro and macroeconomic performance. For example, firms with higher levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. Stock portfolios based on companies that show strong performance in ACSI deliver excess returns in up markets as well as down markets. And, at the macro level, customer satisfaction has been shown to be predictive of both consumer spending and GDP growth.
The Index was founded at the University of Michigan's Ross School of Business and is produced by ACSI LLC. The ACSI can be found on the Web at www.theacsi.org.
About ForeSee As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Because ForeSee's superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. ForeSee is headquartered in Ann Arbor, MI and can be found online at www.foresee.com.
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