Social Media
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SOCIAL MEDIA
The data-powered social media industry is thriving more than ever but is also faced with unique challenges that have a direct impact on user satisfaction. Moreover, customer feedback is noisy, and most survey data are prone to measurement error. Explore what drives users toward one platform over another using ACSI’s statistical expertise and deep understanding of user behavior.
At a glance:
SOCIAL MEDIA
- Inaugural year:
2010
- Updated:
annually
- most recent data:
2025
- Companies:
13 major social media websites
Satisfaction Benchmarks by Company
Social Media
| Anchor Link | Company | 2024 | 2025 | % CHANGE |
|---|---|---|---|---|
| Social Media | 74 | 74 | 0% | |
| #bluesky | Bluesky | NA | 82 | NA |
| 74 | 78 | 5% | ||
| #youtube-google | YouTube (Google) | 77 | 78 | 1% |
| #linkedin-microsoft | LinkedIn (Microsoft) | 76 | 77 | 1% |
| #tiktok | TikTok | 78 | 77 | -1% |
| #instagram-meta | Instagram (Meta) | 76 | 76 | 0% |
| #twitch-amazon | Twitch (Amazon) | NA | 74 | NA |
| #x-formerly-twitter | X (formerly Twitter) | 69 | 73 | 6% |
| 70 | 72 | 3% | ||
| #snapchat | Snapchat | 68 | 72 | 6% |
| #facebook-meta | Facebook (Meta) | 69 | 70 | 1% |
| Truth Social | NA | 70 | NA | |
| #nextdoor | Nextdoor | NA | 64 | NA |
NA=Not Available
Social Media Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Quality of mobile app | 83 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 83 |
| Ease of navigation | 79 | 79 |
| Ease of using the site on different devices | 78 | 79 |
| Loading speed and reliability | 78 | 78 |
| Speed and reliability of video clips | 77 | 78 |
| Freshness of content | 77 | 77 |
| Variety of services and information | 77 | 77 |
| Ease of uploading and editing photos and videos | 77 | 76 |
| Relevance of content | 78 | 76 |
| Ability to use site without disruption | 72 | 74 |
| Balance between ad and non-ad content | 71 | 73 |
| Privacy | 73 | 72 |
| Trustworthiness of ads | 67 | 69 |
| Personal relevance of ads seen | 66 | 68 |
Industry averages are weighted by companies’ market shares.
2025 results based on data collected July 2024 – June 2025.