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:
2026
- Companies:
13 major social media websites
Satisfaction Benchmarks by Brand
Social Media
| Brand | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Social Media | 74 | 75 | 1% |
| YouTube (Google) | 78 | 79 | 1% |
| Instagram (Meta) | 76 | 76 | 0% |
| TikTok | 77 | 76 | -1% |
| LinkedIn (Microsoft) | 77 | 75 | -3% |
| 78 | 75 | -4% | |
| X | 73 | 74 | 1% |
| Bluesky | 82 | 73 | -11% |
| Facebook (Meta) | 70 | 72 | 3% |
| 72 | 72 | 0% | |
| Snapchat | 72 | 72 | 0% |
| 70 | 72 | 3% | |
| Twitch (Amazon) | 74 | 70 | -5% |
| Nextdoor | 64 | 68 | 6% |
Social Media Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Quality of mobile app | 84 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 83 |
| Loading speed and reliability | 78 | 82 |
| Ease of navigation | 79 | 80 |
| Ease of using the site on different devices | 79 | 80 |
| Speed and reliability of video clips | 78 | 80 |
| Variety of services and information | 77 | 80 |
| Freshness of content | 77 | 79 |
| Relevance of content | 76 | 79 |
| Ease of uploading and editing photos and videos | 76 | 78 |
| Ability to use site without disruption | 74 | 76 |
| Balance between ad and non-ad content | 73 | 75 |
| Privacy | 72 | 75 |
| Trustworthiness of ads | 69 | 72 |
| Personal relevance of ads seen | 68 | 70 |
NA=Not Available
Industry averages are weighted by companies’ market shares.
2026 results based on data collected July 2025 – June 2026.