In 2024, according to the American Customer Satisfaction Index (ACSI), the quality and reliability of mobile apps were identified as the most satisfying factors for U.S. customers using internet portals and search engines. Although all aspects saw improvements from the previous year, privacy and the presence of ads on the site received the lowest ratings in 2024, as each scored 79 out of 100 index points. Overall customer satisfaction with internet search engines and information reached 80 out of 100 points in the United States in 2024, and is one of the highest ratings ever registered for these platforms.
Year-on-year (YoY) change of customer experience with online search engines and information websites in the United States from 2023 to 2024
(index score)
Characteristic
2023
2024
Quality of mobile app
87
87
Reliability of mobile app (minimal down time, crashes, lags)
85
86
Ease of navigation
84
85
Ease of using the site on different devices
83
84
Loading speed performance and reliability
82
83
Variety of services and information
82
83
Freshness of content
81
82
Speed and reliability of video clips
81
82
Amount of ads on site
77
79
Privacy
77
79
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respondents chosen at random and contacted via email
Method of interview
Online interview
Supplementary notes
The source adds the following information: "The ACSI Search and Social Media Study 2024 is based on interviews with randomly chosen respondents who were contacted via email between July 2023 and June 2024. Those are asked to evaluate their recent experiences with the largest search/information and social media websites regarding visitor traffic, plus an aggregate category consisting of 'all other'— and thus smaller—websites in those categories."
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ACSI®. (July 24, 2024). Year-on-year (YoY) change of customer experience with online search engines and information websites in the United States from 2023 to 2024 (index score) [Graph]. In Statista. Retrieved May 04, 2025, from https://www.statista.com/statistics/1498364/us-customer-experience-trends-online-portals-and-search/
ACSI®. "Year-on-year (YoY) change of customer experience with online search engines and information websites in the United States from 2023 to 2024 (index score)." Chart. July 24, 2024. Statista. Accessed May 04, 2025. https://www.statista.com/statistics/1498364/us-customer-experience-trends-online-portals-and-search/
ACSI®. (2024). Year-on-year (YoY) change of customer experience with online search engines and information websites in the United States from 2023 to 2024 (index score). Statista. Statista Inc.. Accessed: May 04, 2025. https://www.statista.com/statistics/1498364/us-customer-experience-trends-online-portals-and-search/
ACSI®. "Year-on-year (Yoy) Change of Customer Experience with Online Search Engines and Information Websites in The United States from 2023 to 2024 (Index Score)." Statista, Statista Inc., 24 Jul 2024, https://www.statista.com/statistics/1498364/us-customer-experience-trends-online-portals-and-search/
ACSI®, Year-on-year (YoY) change of customer experience with online search engines and information websites in the United States from 2023 to 2024 (index score) Statista, https://www.statista.com/statistics/1498364/us-customer-experience-trends-online-portals-and-search/ (last visited May 04, 2025)
Year-on-year (YoY) change of customer experience with online search engines and information websites in the United States from 2023 to 2024 (index score) [Graph], ACSI®, July 24, 2024. [Online]. Available: https://www.statista.com/statistics/1498364/us-customer-experience-trends-online-portals-and-search/
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