{"id":7058,"date":"2020-10-15T12:06:45","date_gmt":"2020-10-15T12:06:45","guid":{"rendered":"https:\/\/promoguy.nl\/customer-satisfaction-report-shows-distrust-in-social-media\/"},"modified":"2025-04-05T13:46:33","modified_gmt":"2025-04-05T13:46:33","slug":"customer-satisfaction-report-shows-distrust-in-social-media","status":"publish","type":"post","link":"https:\/\/promoguy.nl\/lt\/blog\/2020\/10\/15\/customer-satisfaction-report-shows-distrust-in-social-media\/","title":{"rendered":"Klient\u0173 pasitenkinimo ataskaita rodo nepasitik\u0117jim\u0105 socialine \u017einiasklaida"},"content":{"rendered":"

Socialin\u0117 \u017einiasklaida u\u017eima labai daug m\u016bs\u0173 laiko - nuo asmeninio gyvenimo iki karjeros. Jei b\u016btum\u0117te pa\u0161alinis, svetimas steb\u0117tojas, manytum\u0117te, kad \u017emon\u0117s j\u0105 visi\u0161kai \u012fsimyl\u0117j\u0119. Deja, jau daug met\u0173 visi \u017einome, kad dauguma \u017emoni\u0173 gali naudotis socialine \u017einiasklaida kaip b\u016btinybe ar net priklausomyb\u0119 sukelian\u010diu pom\u0117giu, bet tuo nesim\u0117gauti. \u0160is \u012ftarimas tapo svarbia mokslini\u0173 tyrim\u0173 sritimi, daugelis cituoja statistinius duomenis apie depresija ir nerimas, tokios platformos gali sukelti<\/a>. Dabar Amerikos klient\u0173 pasitenkinimo indeksas<\/a> skai\u010diai rodo, kad \u017emon\u0117s n\u0117ra itin patenkinti daugeliu platform\u0173.<\/p>\r\n\r\n\r\n\r\n

ACSI klient\u0173 pasitenkinimo ataskaitoje i\u0161samiai apra\u0161oma daugyb\u0117 prie\u017eas\u010di\u0173, kod\u0117l \u017emon\u0117s jau\u010diasi blogai d\u0117l toki\u0173 program\u0117li\u0173 kaip \"Facebook\" ir \"Instagram\". Ta\u010diau palankumo suma\u017e\u0117jimas ma\u017eai susij\u0119s su paslaug\u0173 kokybe, kuri i\u0161 esm\u0117s nepakito. Veikiau vartotojai jau\u010dia susir\u016bpinim\u0105 d\u0117l duomen\u0173 privatumo (arba jo tr\u016bkumo), reklamos pertekliaus ir turinio \u0161vie\u017eumo. D\u0117l to visa socialin\u0117s \u017einiasklaidos pramon\u0117 sulauk\u0117 prast\u0173 vartotoj\u0173 pasitenkinimo reiting\u0173, kurie prilygsta televizijos ir interneto paslaug\u0173 teik\u0117j\u0173 reitingams. Tai n\u0117ra geras \u017eenklas, kai j\u016bs\u0173 klient\u0173 nuomon\u0117 yra tokia pati kaip \"AT&T\" ir \"Time Warner\".<\/p>\r\n\r\n\r\n\r\n

Pa\u017evelkime atid\u017eiau ir i\u0161nagrin\u0117kime, kaip klientai vertina platformas. Be to, mes \u010dia ne tam, kad kibtume \u012f atlapus platformoms, o tam, kad pamatytume, kaip \u012fmon\u0117s gali pagerinti \u0161\u012f po\u017ei\u016br\u012f. Be to, kadangi socialin\u0117 \u017einiasklaida yra taip \u012fsitvirtinusi \u0161iuolaikin\u0117je rinkodaros ekosistemoje, ji turi \u0161alutin\u012f poveik\u012f visoms kitoms \u012fmon\u0117ms. Svarbu suprasti, kaip \u0161ie suvokimo poky\u010diai gali paveikti j\u016bs\u0173 internetin\u0117s rinkodaros strategij\u0105.<\/p>\r\n\r\n\r\n\r\n

Klient\u0173 pasitenkinimo skai\u010diai kalba patys u\u017e save<\/h2>\r\n\r\n\r\n\r\n
\"Klient\u0173<\/figure>\r\n\r\n\r\n\r\n

Apskritai, ACSI e. verslo ataskaita parod\u0117, kad dauguma did\u017ei\u0173j\u0173 socialin\u0117s \u017einiasklaidos platform\u0173 yra vidutini\u0161kai patenkintos. Reikia pamin\u0117ti, kad toki\u0173 bendrovi\u0173 kaip \"Facebook\" ir \"Tumblr\" pasitenkinimas, palyginti su pra\u0117jusiais metais, padid\u0117jo. Ta\u010diau dabartiniai skai\u010diai n\u0117ra labai daug \u017eadantys \u012fmon\u0117ms, turin\u010dioms dideles pasaulines klient\u0173 bazes. Ilgalaik\u0117 tendencij\u0173 analiz\u0117 rodo bendr\u0105 ma\u017e\u0117jim\u0105 per kelerius metus. Daugiau nei tre\u010ddalis j\u016bs\u0173 milijardin\u0117s klient\u0173 baz\u0117s nepatenkint\u0173 klient\u0173 yra didel\u0117 problema, ypa\u010d kai reikia planuoti, kaip j\u0105 suma\u017einti.<\/p>\r\n\r\n\r\n\r\n

Kita prie\u017eastis, d\u0117l kurios \u0161iuos skai\u010dius galima vertinti neigiamai, yra ta, kad visos pagrindin\u0117s platformos atsilieka, o ma\u017eesn\u0117s rinkos dalyv\u0117s vis labiau populiar\u0117ja. Tradicin\u0117s socialin\u0117s \u017einiasklaidos platformos u\u017eleid\u017eia viet\u0105 labiau specializuotiems formatams, tokiems kaip \"Pinterest\" ar \"Snapchat\". Tokio tipo socialin\u0117s \u017einiasklaidos formatai su tiesiogine orientacija \u0161iais laikais yra madingi (apie \u0161\u012f veiksn\u012f jau ne kart\u0105 ra\u0161\u0117me anks\u010diau). I\u0161 esm\u0117s konkre\u010di\u0105 ni\u0161\u0105 turin\u010dioms \u012fmon\u0117ms sekasi geriau nei didel\u0117ms, pavyzd\u017eiui, \"LinkedIn\" ar \"Facebook\", kurios siekia pla\u010dios baz\u0117s.<\/p>\r\n\r\n\r\n\r\n

Apskritai vis\u0173 platform\u0173 kartu sud\u0117jus suma\u017e\u0117jo 2,8%, o tai ne\u017eada nieko gero pramonei. Did\u017eiausias nuosmukis buvo \"Youtube\"<\/a>, su pagrindiniais turinio tr\u016bkumais ir nepasitenkinimu \u012fmon\u0117s sprendimais. Daugelis \"Youtube\" vartotoj\u0173 ir k\u016br\u0117j\u0173 i\u0161rei\u0161k\u0117 nepasitenkinim\u0105 d\u0117l demonetizacijos, garsenybi\u0173 kanal\u0173, kuriems bendrov\u0117 skyr\u0117 daugiau d\u0117mesio (ypa\u010d per pra\u0117jusi\u0173 met\u0173 \"Youtube Rewind\"), ir netinkamo turinio, kelian\u010dio susir\u016bpinim\u0105 d\u0117l politinio smurto.<\/p>\r\n\r\n\r\n\r\n

Pana\u0161iai ir \"Facebook\" iki 2019 m. patyr\u0117 nuosmuk\u012f d\u0117l \"Cambridge Analytica\" skandalo. \u012emon\u0117 i\u0161 Federalin\u0117s prekybos komisijos rank\u0173 gavo $5 mlrd. baud\u0105 ir smarkiai prarado vartotoj\u0173 pasitik\u0117jim\u0105. Pastaruoju metu ji atsigauna ir pastebi ger\u0117jant\u012f vartotoj\u0173 po\u017ei\u016br\u012f.<\/p>\r\n\r\n\r\n\r\n

\u012estatymo projekto vir\u0161uje - susir\u016bpinimas d\u0117l privatumo<\/h2>\r\n\r\n\r\n
\r\n
\"Pasitenkinimas<\/figure>\r\n<\/div>\r\n\r\n\r\n

Kaip min\u0117ta anks\u010diau, naudotojams labiausiai r\u016bpi duomen\u0173 privatumas. Vartotoj\u0173 vertinimai pagal \u0161i\u0105 metrik\u0105 pasiek\u0117 istori\u0161kai \u017eemiausi\u0105 lyg\u012f - 69%. Pastarojo meto \u012fvykiai situacijos nepagerino - dideli politiniai skandalai ir ilgas neveiklumas d\u0117l netikr\u0173 naujien\u0173 plitimo. Daugel\u012f met\u0173 \"Facebook\" \u0161ioje srityje atsilikdavo, tur\u0117damas \u017eemiausi\u0105 vartotoj\u0173 privatumo \u012fvertinim\u0105.<\/p>\r\n\r\n\r\n\r\n

Kaip teigiama ataskaitoje:<\/p>\r\n\r\n\r\n\r\n

\r\n

\"Facebook\" susid\u016br\u0117 su daugybe nesutarim\u0173, susijusi\u0173 su privatumu, saugumo tr\u016bkumais, smurto retorika ir melagingomis naujienomis. Nuo \"Cambridge Analytica\" skandalo 2018 m. iki neseniai vykusio reklamos boikoto - bendrov\u0117 susid\u016br\u0117 su neigiamos reklamos bangomis.<\/p>\r\n<\/blockquote>\r\n\r\n\r\n\r\n

Atrodo, kad susir\u016bpinimas privatumu artimiausiu metu nei\u0161nyks. Liepos m\u0117n. \"Twitter\" \u012fvyko did\u017eiulis privataus saugumo pa\u017eeidimas, kur\u012f bendrov\u0117 tur\u0117jo vie\u0161ai spr\u0119sti<\/a>. \"Twitter\" pagars\u0117jo savo atsainiu po\u017ei\u016briu \u012f priekabiavim\u0105, \"doxing\" ir apskritai klient\u0173 susir\u016bpinim\u0105 kelian\u010dius dalykus. \u0160is naujausias incidentas - apgail\u0117tina nes\u0117km\u0117 bendrovei, kurios reputacija duomen\u0173 privatumo srityje ir taip yra prasta.<\/p>\r\n\r\n\r\n\r\n

Apskritai naudotoj\u0173 patirties rodikliai taip pat ma\u017e\u0117ja. Klient\u0173 vertinimuose blogiau vertinama funkcij\u0173 \u012fvairov\u0117, svetain\u0117s veikimas ir \u012fk\u0117limo paprastumas. Be to, suma\u017e\u0117jo ir turinio \u0161vie\u017eumas, o \"LinkedIn\" yra ypa\u010d blogai vertinamas. Kita vertus, mobili\u0173j\u0173 program\u0117li\u0173 kokyb\u0117 yra geresn\u0117 nei ankstesniais metais. Reklam\u0173 kiekis sulaukia auk\u0161tesni\u0173 pasitenkinimo bal\u0173, ta\u010diau tokioms bendrov\u0117ms kaip \"Facebook\" individualiai sek\u0117si pras\u010diau.<\/p>\r\n\r\n\r\n\r\n

Paie\u0161kos sistemos ir naujien\u0173 organizacijos ken\u010dia<\/h2>\r\n\r\n\r\n\r\n
\"Pasitenkinimas<\/figure>\r\n\r\n\r\n\r\n

Klient\u0173 pasitenkinimas suma\u017e\u0117jo visose srityse, i\u0161skyrus \"Yahoo\" ir \"Google\"<\/a>. Daugiausia nepasitenkinimo kyla d\u0117l reklamos gausos. Taip gali b\u016bti d\u0117l to, kad \u012fmon\u0117s si\u016blo daug remiamo turinio, kur\u012f dar labiau sustiprina vizualinio dizaino pakeitimai, kad b\u016bt\u0173 galima pritaikyti reklamas. Vis d\u0117lto, nepaisant nepasitenkinimo reklam\u0173 kiekiu, reklamos kokyb\u0117 sulauk\u0117 geresnio klient\u0173 \u012fvertinimo.<\/p>\r\n\r\n\r\n\r\n

Vis d\u0117lto paie\u0161kos sistem\u0173 rezultatai pagal daugel\u012f rodikli\u0173 yra gana geri. Paie\u0161kos sistemos ir informacijos svetain\u0117s turi puikias mobili\u0105sias program\u0117les, kuri\u0173 kokyb\u0117 (84) ir patikimumas (83) \u012fvertinti auk\u0161tais balais. Paie\u0161kos sistemomis taip pat lengva naudotis \u012fvairiuose \u012frenginiuose (80). Nors navigacija nukrito iki 80, tai i\u0161lieka geras \u012fvertinimas kartu su svetain\u0117s veikimu (80).<\/p>\r\n\r\n\r\n\r\n

Naujien\u0173 svetain\u0117s taip pat patyr\u0117 didel\u012f vartotoj\u0173 suvokimo nuosmuk\u012f. Vienintelis rodiklis, kuris nenukent\u0117jo, yra mobili\u0173j\u0173 program\u0117li\u0173 kokyb\u0117. Nors pandemijos metu j\u0173 naudojimas i\u0161augo, kelioms \u017einomoms naujien\u0173 bendrov\u0117ms j\u0173 smarkiai suma\u017e\u0117jo. Tokios bendrov\u0117s kaip \"NYTimes\" i\u0161gyveno did\u017eiausi skandalai ir boikotai<\/a>d\u0117l to suma\u017e\u0117jo vartotoj\u0173 pasitik\u0117jimas jais. Pagrindin\u0117s naujien\u0173 bendrov\u0117s taip pat nukent\u0117jo d\u0117l bendro nepasitik\u0117jimo naujienomis internete, daugiausia d\u0117l dezinformacijos baim\u0117s.<\/p>\r\n\r\n\r\n\r\n

Kaip socialin\u0117s \u017einiasklaidos nuosmukis veikia suinteresuot\u0105sias \u0161alis<\/h2>\r\n\r\n\r\n\r\n

Suinteresuotosios \u0161alys gali b\u016bti labai miglotas \u017eodis, tod\u0117l geriausia b\u016bt\u0173 j\u012f \u0161iek tiek paai\u0161kinti. Suinteresuotosios \u0161alys \u0161iuo atveju sudaro daug atitinkam\u0173 \u0161ali\u0173, kurios naudojasi socialin\u0117s \u017einiasklaidos paslaugomis. Tai - reklamuotojai, \u012fmon\u0117s, turin\u010dios parduotuvi\u0173 vitrinas socialin\u0117je \u017einiasklaidoje, naujien\u0173 organizacijos ir pan. Pagrindiniai turinio gamintojai, kurie palaiko socialin\u0117s \u017einiasklaidos sraut\u0105 ir simbiozin\u012f versl\u0105 santykiai<\/a> su juo taip pat \u012ftraukti.<\/p>\r\n\r\n\r\n\r\n

Akivaizd\u017eiausias b\u016bdas, kaip tai paveiks platformose reklamuojan\u010dias \u012fmones, yra socialin\u0117s \u017einiasklaidos nuovargis<\/a>. Vartotojai persikels \u012f kitas platformas arba papras\u010diausiai i\u0161eis i\u0161 interneto, tod\u0117l pagrindinis rinkodaros \u0161altinis taps ne\u012fmanomas. bendravimas<\/a>. Deja, reklama tik didina klient\u0173 nepasitenkinim\u0105, nes daugumai vartotoj\u0173 nepatinka reklamos, su kuria jie susiduria internete, lygis. Prie\u0161ingas \u0161io veiksnio poveikis gali b\u016bti tai, kad reklamuotojai imsis kitoki\u0173 reklamos r\u016b\u0161i\u0173, kurios b\u016bt\u0173 ne tokios akivaizd\u017eios. Tai gal\u0117t\u0173 b\u016bti \u012ftaking\u0173j\u0173 rinkodara arba kitos formos, kuriomis b\u016bt\u0173 galima pateikti pramogin\u012f turin\u012f, kuris atrodyt\u0173 nat\u016bralesnis. Yra proting\u0173 b\u016bd\u0173, kaip tai apeiti.<\/p>\r\n\r\n\r\n\r\n

Socialin\u0117s \u017einiasklaidos naudotojams, kuri\u0173 pajamos priklauso nuo platform\u0173, sekasi kur kas pras\u010diau. Daug technologij\u0173 bendrovi\u0173 gali atlikti algoritmo ar i\u0161d\u0117stymo pakeitimus, kurie sukelia didel\u012f galvos skausm\u0105. D\u0117l to gali tekti keisti formatus, koreguoti strategijas, akcentuoti skirtingas interneto strategijos sritis ir pan. D\u0117l to \u012fmon\u0117s bandymai i\u0161taisyti klient\u0173 pasitenkinim\u0105 gali sukelti padarinius, kurie paveiks socialin\u0117s \u017einiasklaidos rinkodaros specialistus.<\/p>\r\n\r\n\r\n\r\n

Naujien\u0173 bendrov\u0117s taip pat gali susidurti su pana\u0161iomis problemomis. Nuolatinis klient\u0173 nepasitenkinimas kartais siejamas su melagingos informacijos gausa internete. Tod\u0117l klient\u0173 nepasitenkinimo did\u0117jimas kartais susij\u0119s su nepasitik\u0117jimu informacija internete. Naujos \u012fmon\u0117s apskritai gali nukent\u0117ti nuo tokio nepasitik\u0117jimo. Tokios bendrov\u0117s kaip \"Facebook\" bando tai su\u0161velninti tur\u0117damos fakt\u0173 tikrinimo pasi\u016blymus. Pana\u0161iai ir \"Twitter\" grie\u017etina tam tikros r\u016b\u0161ies kenksmingos dezinformacijos, ypa\u010d apie Kovido pandemij\u0105, kontrol\u0119.<\/p>\r\n\r\n\r\n\r\n

Kaip platformos gali padidinti klient\u0173 pasitenkinim\u0105<\/h2>\r\n\r\n\r\n\r\n

Platformos gali atkreipti d\u0117mes\u012f \u012f kelias pagrindines tobulintinas sritis. Vis\u0173 pirma jos turi pagerinti privatum\u0105 ir skaidriau nurodyti, koki\u0173 priemoni\u0173 imasi. Kalbant apie saugumo pataisas, pagrindinis r\u016bpestis tur\u0117t\u0173 b\u016bti pa\u017eeidim\u0173 prevencija. Kita problema - per didelis reklamos kiekis, kuris daugeliui naudotoj\u0173 tampa \u012fkyrus.<\/p>\r\n\r\n\r\n\r\n

Vartotojai sako, kad nori geresnio medijos na\u0161umo, kai kalbama apie internetinius vaizdo \u012fra\u0161us. Jie nori greitesnio ir patikimesnio vaizdo \u012fra\u0161\u0173 veikimo platformose. Taip pat ankstesniais metais suma\u017e\u0117jo vaizdo \u012fra\u0161\u0173 \u012fk\u0117limo paprastumas, ta\u010diau jis gal\u0117t\u0173 pager\u0117ti supaprastinus proces\u0105 ir suma\u017einus jo sud\u0117tingum\u0105. Taip b\u016bt\u0173 galima i\u0161spr\u0119sti ir kit\u0105 svarbi\u0105 problem\u0105 - turinio \u0161vie\u017eum\u0105. Jei turin\u012f b\u016bt\u0173 lengviau \u012fkelti, tai gal\u0117t\u0173 lemti geresnes pozicijas pagal \u0161\u012f rodikl\u012f.<\/p>\r\n\r\n\r\n\r\n

Priekabiavimas, melagingos naujienos ir neapykantos kalbos taip pat trukdo tokioms bendrov\u0117ms kaip \"Facebook\" ir \"Twitter\". Su tuo kovoti sud\u0117tingiau, tod\u0117l gali prireikti bendradarbiauti su fakt\u0173 tikrintojais ir \u012fstatym\u0173 leid\u0117jais. D\u0117l to kyla klausim\u0173, susijusi\u0173 su \u017eod\u017eio laisve ir tuo, kas laikoma patikima informacija, ta\u010diau \u0161i problema gresia visai socialinei \u017einiasklaidai. Tai sud\u0117tingesni klausimai, kuriuos reikia spr\u0119sti, ir lengvo sprendimo jiems n\u0117ra. Vis d\u0117lto, jei jie kada nors nor\u0117s pakeisti vartotoj\u0173 pasitenkinimo rodiklius, reik\u0117s imtis drasti\u0161k\u0173 poky\u010di\u0173.<\/p>","protected":false},"excerpt":{"rendered":"

Socialin\u0117 \u017einiasklaida u\u017eima labai daug m\u016bs\u0173 laiko - nuo asmeninio gyvenimo iki karjeros. Paie\u0161kos sistemos ir naujien\u0173 organizacijos ken\u010dia. Visose srityse, i\u0161skyrus \"Yahoo\" ir \"Google\", suma\u017e\u0117jo klient\u0173 pasitenkinimas.<\/p>","protected":false},"author":1,"featured_media":15726,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"wl_entities_gutenberg":"","footnotes":""},"categories":[13,10,16],"tags":[397,398,163],"wl_entity_type":[47,54,51],"class_list":["post-7058","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-online-marketing-en","category-online-presence","category-websites","tag-customer-satisfaction-report","tag-search-engines","tag-social-media","wl_entity_type-article","wl_entity_type-faq-page","wl_entity_type-news-article"],"acf":[],"yoast_head":"\nCustomer Satisfaction Report Shows Distrust in Social Media - Promoguy Digital Marketing Agency<\/title>\n<meta name=\"description\" content=\"The ACSI's customer satisfaction report details the myriad reasons people are feeling down on social media platforms. Here's why:\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/promoguy.nl\/lt\/blog\/2020\/10\/15\/customer-satisfaction-report-shows-distrust-in-social-media\/\" \/>\n<meta property=\"og:locale\" content=\"lt_LT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Satisfaction Report Shows Distrust in Social Media\" \/>\n<meta property=\"og:description\" content=\"The ACSI's customer satisfaction report details the myriad reasons people are feeling down on social media platforms. 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