A new American Customer Satisfaction Index (ACSI) report from ForeSee, focusing on media and entertainment mobile websites and apps, revealed that a site’s mobile performance drives customer satisfaction more so than premium content.
According to the study, “While mobile users want the newest releases and latest functions, the main driver of satisfaction for streaming mobile sites and apps is actually performance – how quickly the pages load and the ability to load without error messages.”
The study also discovered that customers prefer to view media and entertainment sites and apps on their mobile devices over personal computers, with apps and mobile devices scoring 77 points on the 100-point satisfaction index scale, compared to PC’s scoring only 67-points in a similar study conducted in April.
Using a consumer panel of more than 5,500 surveys, the study measured customer satisfaction around the 22 top US streaming video, sports and news companies. [read]