ACSI research shows online customer dissatisfaction among major news sources
July 22, 2014
Research from the American Customer Satisfaction Index has been released stating an overall decline in online reader satisfaction among major media sources, pointing to the need for mobile-optimized sites.
The report states most of the largest media organizations registered declines in online reader satisfaction. In contrast, the combined score for all other Internet news outlets jumps from seven to 77 percent.
"[Mobile optimization] should be a good step for any site that is engaging in an approach to make sure their content is adaptable and easy to read on a host of different platforms because mobile is where users are,” said David VanAmburg, managing director at ACSI, Ann Arbor. "Mobile optimization is not just a nice thing to have, it’s going to become a requirement. Mobile is going to become something every site can’t live without.”
For the first time in five years, FOXNews.com no longer has the most satisfied readers. User satisfaction dropped to two percent last year, but Fox remained far ahead of the field. This year, FOXNews.com dives seven percent to 76.
Meanwhile, USAToday.com gains four percent to 76 and ties with FOXNews.com for the first time. USA Today has enhanced its digital platforms, including a revamped mobile Web site, and is the only major news outlet to improve online reader satisfaction.
ABCNews.com slips to 74, followed by NYTimes.com at 73.
CNN.com falls four percent to tie with TheHuffingtonPost.com at the bottom of the rankings, at 70 percent, but a one percent uptick stands as Huffington Post’s first-ever improvement in user satisfaction.
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