Digital Marketing Researches & Reports

E-Business Report 2017 | ACSI

E-Commerce & Retail | USA

The firms with higher levels of customer satisfaction tend to have higher earnings & stock returns relative to competitors. At a macro level, customer satisfaction has been shown to be predictive of both consumer spending and GDP growth.

Check the below to understand customer evaluations for the quality of products and services available to household consumers in the United States:

The e-business segment includes 3 categories: social media, search engines & information websites, and news & opinion websites.

  • Internet Social Media:

    • Videos are the new frontier for social media platforms, but the industry average is unchanged at 74.
    • Social media users are the least satisfied with the amount of advertising on sites, but the same as the last year (69).
    • Social media sites have improved performance on mobile browsers compared to a year ago (up 4% to 75).
    • Facebook, Twitter posts overtake the largest gain (up 8% to 70).
    • LinkedIn the professional networking website stays in the last place, at 65 for the second year.
  • Internet Search Engines & Information: 

    • Google, the biggest brand name in search, slips 2% to 82.
    • Smaller search engines and information websites also come in behind Google at 79 (-1%).
    • MSN takes the biggest hit, falling 4% to 72, and ties with (-1%).
    • AOL is the only search and information site to show modest improvement, inching up 1% to 70.
    • In the last place, is down 1% to 68.
    • As consumers watch more video on the web, their assessment of the speed and reliability of video clips deteriorates by 3% to 75.
    • Users find the amount of advertising on sites to be the worst part of the search and information experience, down considerably compared with the prior year (-4% to 66).
    • Search engine and information apps rate much lower than a year ago (satisfaction score of 73 vs. 80 in 2016).
    • Likewise, performance via mobile browsers has deteriorated (-5% to 73).
    • Search engine performance on mobile devices is now commensurate with desktop and laptop browsers (unchanged at 73).
  • Internet News & Opinion:

    • drops 3% to tie for first place with the combined score of smaller news websites at 77, while and USATODAY.COM fall by 3% each to 74.
    • sinks 4% to 73, tumbles 6% to 72, and plummets 5% to an even lower score of 71, staying at the bottom of the category.
    • registers the biggest decline, down 7% to 67.
    • Users prefer accessing news sites on their mobile browsers (74) over mobile apps (73) or desktops and laptops (73).
    • The only aspect of online news to improve is video (+1% to 75), which outperforms the speed and reliability of video on social media platforms (74).
    • The only aspect of online news to improve is video (+1% to 75), which outperforms the speed & reliability of video on social media platforms (74).
    • Readers are most bothered by the amount of advertising on internet news and opinion websites, which retreats by 3% to 66.
ACSI E-Business Report 2017

A Table Shows the Internet Search Engines’ Raising From 2016 to 2017


Data were driven from interviews via email with 4,978 customers; chosen at random and contacted between 25 June 2016 and 9 May 2017.


Founded in 1994, 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 USA.The ACSI uses data from interviews with approximately 70,000 customers annually as inputs to an econometric model for measuring customer satisfaction with over 225 companies in 47 industries and 10 economic sectors, as well as over 100 services, programs, and websites of federal government agencies.


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