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Customer satisfaction for e-business rises

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Strong debut for Instagram; Pinterest and YouTube improve; NYTimes.com and FOXNews.com tie for reader satisfaction.

According to the American Customer Satisfaction Index published by the University of Michigan, customers are more satisfied with e-business as social media hits its stride.

Only a year ago, social media ranked among the worst industries in the Index, but now climbs 4.2% to a score of 74 on ACSI's 100-point scale, overtaking Internet news and opinion websites (-1.4% to 73). Meanwhile, customer satisfaction with search engines and information websites is down 5% to 76.

"Today's consumers practically live on their smartphones, and mobile compatibility is increasingly important to customer satisfaction."

"Today's consumers practically live on their smartphones, and mobile compatibility is increasingly important to customer satisfaction," said Claes Fornell, ACSI Chairman and founder. "Social media has made strides in improving the mobile experience, particularly through mobile apps that can be optimized by operating system to ensure better compatibility with various screen sizes."

Facebook Posts Strong Gain Among Social Media Sites  
Facebook registers the most improvement in the social media category, soaring 12% to an ACSI score of 75, ahead of the industry average. Its stock is also up more than 15% since the start of the year, and shares have returned more than 35% to investors over the past 12 months.

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