Report: News sites need to get a personality
Cory Bergman August 15th, 2006
A study by ForeSee Results ranked news sites like CNN.com, MSNBC.com, ABCNews.com and NYTimes.com in the 72-74 percent range for customer satisfaction. “These mediocre customer satisfaction scores prove that none of these online media outlets had been able to replicate the success of its TV or newspaper counterpart,” reads the report, pointing to a “lack of personality” as a culprit. While Foresee didn’t include TV or newspaper satisfaction numbers for reference, the report listed Google at the top of information sites with 80 percent. The report goes on to recommend that news sites beef up their personalities and “choose features that work.” Hmmm, really, features that work? I’m going to go out on a limb here and say this study is questionable at best. Actually, it’s lame. If online news has such “mediocre” satisfaction, then why are more and more people depending on it to the expense of TV and newspapers? And the last thing TV websites need these days is a dose of TV-like personality.
8 Comments Add your own
1. Nuno Bastei | August 15th, 2006 at 12:55 pm
This won’t remain like this. TV is going online. So the general satisfaction will be increasing. Maybe topping the TV channel, if people can interact and be part of a social network.
2. Matt | August 15th, 2006 at 1:05 pm
I agree with you that this doesn’t seem realistic. In fact just today a large paper up here in Canada ran a story titled “Canadians logging on for daily news” (http://www.theglobeandmail.com/servlet/story/RTGAM.20060815.winternet0815/BNStory/Business/home).
Sure CNN.com may not be the best designed site in the world, but in the news business I would take content over looks any day.
3. Bryan Murley | August 16th, 2006 at 5:37 am
I can’t see how a 72-74 percent satisfaction rate is “mediocre” compared to 80 percent. Plus, they don’t say what the customer satisfaction rate for the tv/print counterparts is.
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