New Customer Satisfaction Survey Ranks Facebook Last While Proving Decline In Social Media Apps

When it comes to any business entity, customer satisfaction goes a long way. After all, how your target audience feels about your product will ultimately determine your success.

Recently, a new customer satisfaction survey went the extra mile to delineate how users feel about using social media apps and the results were interesting, to say the least.

Not only did the findings portray Facebook coming in last, but they also showed how there was a serious decline in likes when compared to previous years.

The survey was a part of the American Customer Satisfaction Index whose results were published this week. But don’t be fooled because while the overall score showed a slight increase from 70 to 71 out of a total of 100 points, most leading social media apps recorded declining ratings.

These results were taken from a long series of interviews involving about 5,500 customers that happened to be chosen randomly and then were contacted for their participation in the survey with the help of their emails.

The research duration was roughly one year, beginning in June of last year and concluding in July of 2022.

The app that scored the highest in terms of its service, Pinterest also fell from position 72 to 71 and a similar observation was seen for Wikipedia.

Meanwhile, apps used for professional purposes like LinkedIn fell from the 69th position to number 68. And then it came down to taking a glance at Meta’s famous apps and how well they fared compared to the previous years.

Instagram fell from position 69 to 67 while Facebook ended up making a mark in last place, falling down to position 61.

But there was one social media platform that managed to make a gain, albeit a small one. And that was Twitter. We’re sure the board members would love to hear more about that, especially after all the dilemmas it has been going through regarding its transition troubles.

Twitter jumped from number 61 to 68, which many expert analysts feel is a huge win for the company. But what could possibly be the reason why?

Well, the survey hinted at how the app managed to increase engagement by introducing a series of new tools that caught quite a few people’s attention. These are designed to put the annoyance factor to rest so that users could better use the app peacefully.

The survey similarly noticed a slight gain with TikTok which managed to leap from position 72 to 73. We feel perhaps the added controversy of its parent firm sharing US-based user data with China is yet to alter people’s perception.

Meanwhile, there was one app that managed to stay glued to its position and that was the leading video-based app YouTube which remained at position 76.

The ACSI research says it didn’t take any other factors into a consolidation that could have possibly impacted its findings.

Also, we’d like to point out here that while social media may have experienced its fair share of the decline in its respective industry, it did manage to bag the award for receiving the greatest ratings linked to the best quality of mobile applications.

However, this came with a bummer as it also received the worst ratings for privacy and the number of ads seen on the website.

The ratings for this year are quite 4different from what we saw five years back. Google+ had taken the lead, followed by Pinterest and Wikipedia. Today, however, Google+ is dysfunctional.

Data from E-Business was also seen giving rankings for sites providing information and news online (i.e. search engines category). And there are no surprises here as Google topped the list at position 75, despite appearing at 79 last year. Take a look at below charts for more insights:

Read next: Creators voice their concerns about being paid late, incorrectly, or not at all in a survey
Previous Post Next Post