Customer satisfaction is a key component of any direct marketing strategy. This is true across interaction channels. In fact, the ACSI, American Customer Satisfaction Index, which scores companies from 0-100 on their customer satisfaction levels, examines customers’ satisfaction with the platforms businesses most often use to conduct e-commerce and social media marketing.
The study reveals that customer satisfaction scores among most major social networks are within a 20-point range, with Facebook lagging behind other social sites. Additionally, overall customer satisfaction with social media websites has declined 1.4%, or one point, to 69/100 on ACSI’s scale.
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