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Social Media Not a Major Source for Recommendations or Purchases

Social Media



July 20, 2010 -- According to ForeSee's 2010 American Customer Satisfaction Index E-Business Report, which looks at trends in customer satisfaction with e-business industries, social media is not found to be a significant source of product recommendations or purchases for most American Internet users.

Of the four social media sites covered in the survey (Facebook, MySpace, Wikipedia and YouTube), there was little differentiation in regards to users seeking out product or service recommendations from these sources.  More that eight out of 10 users say they do not seek out product recommendations from these sources.
 

Source:  Foresee 2010 American Customer Satisfaction Index E-Business Report


Even fewer surveyed users have actually purchased a product or service based on a social media recommendation. YouTube leads the four social media sites in this area (14%) while MySpace is at the bottom of this ranking (8%).

 

Source:  Foresee 2010 American Customer Satisfaction Index E-Business Report

 

 

About:  The American Customer Satisfaction Index is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the US. Data from interviews with approximately 70,000 customers annually are used as inputs into an econometric model to measure satisfaction with more than 225 companies in 45 industries and 10 economic sectors, as well as more than 130 federal government departments, agencies, and websites.  The ForeSee Results report on results in three measured e-business industries:  social media, search engines and portals, and news and information websites.
 

Sources:  MarketingNews, Facebook Earns Poor Customer Satisfaction Marks, July 22, 2010, and ForeSee news release, Facebook Flops in ACSI E-Business Report, July 20, 2010.