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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

  • Inaugural year:

    2010

  • Updated:

    annually

  • most recent data:

    2023

  • Companies:

    9 major social media websites, plus aggregate of smaller sites

Satisfaction Benchmarks by Company

Social Media
First Hidden Column Company 2022 2023 % Change
0 Social Media 71 73 3%
1 X (formerly Twitter) 68 69 1%
1 Instagram (Meta) 67 73 9%
1 Facebook (Meta) 61 66 8%
1 Pinterest 76 77 1%
1 YouTube (Google) 76 78 3%
1 TikTok 73 77 5%
1 Reddit 71 69 -3%
1 Snapchat 70 70 0%
1 LinkedIn (Microsoft) 68 75 10%
1 All Others 72 74 3%

Social Media Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2022 2023
Quality of mobile app 82 82
Reliability of mobile app (minimal down time, crashes, lags) 78 80
Ease of navigation 76 78
Ease of using the site on different devices (smartphones and tablets) 77 78
Relevance of content 72 76
Site performance 76 76
Speed and reliability of video clips 74 76
Variety of services and information 74 76
Ease of uploading and editing photos and videos 73 75
Freshness of content 73 75
Privacy 71 73
Amount of ads on site 69 72

Industry averages are weighted by companies’ market shares.
2023 results based on data collected July 2022 – June 2023.

Connect With ACSI

Connect With ACSI

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