People are extra glad with Google Search than a yr in the past, in keeping with the annual American Buyer Satisfaction Index (ACSI) Search and Social Media Examine 2024.
Why we care. Many search entrepreneurs and information publishers have complained about varied points of Google Search changing into worse lately, particularly over the previous couple of years (for instance, as a result of varied algorithm updates and the arrival of AI Overviews). Nonetheless, surprisingly (shockingly?) this survey signifies that the notion of Google hasn’t modified among the many lots.
Google person satisfaction improve. Google stays the main search engine. Its ACSI rating elevated to 81, up from 80 in 2023.
2002-2023. Google’s ACSI rating has different by means of the years.
- Google’s excessive was 86 in 2008 and 2009.
- Google’s low was 75, in 2022.
Different engines like google. Total, search engine satisfaction remained unchanged from final yr, with an ASCI rating of 80.
- DuckDuckGo’s rating (79) remained unchanged from final yr.
- Microsoft Bing’s rating elevated to 77 (from 75) whereas Yahoo elevated to 76 (from 74).
However. In an unrelated survey, People stated they have been annoyed that they’re spending extra time trying to find providers on-line right this moment than 5 years in the past. Dig deeper in Survey: 54% of people look through more search results vs. 5 years ago.
Social advert expertise concern. Promoting was “the worst half” of buyer expertise on social media platforms (in 4 areas: potential to make use of a website with out advert disruption; stability between advert and non-ad content material; trustworthiness of advertisements; and private relevance of advertisements seen), in keeping with ACSI:
- “Respondents price their encounters with promoting on social medial platforms because the worst a part of the shopper expertise. New ACSI benchmarks in regards to the trustworthiness and private relevance of promoting content material have emerged as explicit person considerations.”
Social media satisfaction improves. Total, social media satisfaction improved to 74, marking three straight years of enchancment. A few attention-grabbing takeaways from the survey:
- TikTok grew to become the business chief in satisfaction, with a rating of 78, beating out YouTube (77).
- Meta’s Fb and Instagram each elevated person satisfaction by three factors.
In regards to the survey. ACSI calls itself a “nationwide financial indicator of buyer evaluations of the standard of services accessible to family customers in the US.” Outcomes are based mostly on 8,940 accomplished surveys by clients chosen at random, contacted through e-mail, between July 2023 and June 2024.
A number of “expertise benchmarks” have been taken under consideration within the survey, together with:
- Ease of navigation
- Ease of utilizing the location on totally different gadgets
- Number of providers and data.
- Freshness of content material
- Quantity of advertisements on website
