July 17, 2012
Google+ Gains Ground, Facebook Leaves Americans Unsatisfied
Michael Harper for redOrbit.com — Your Universe Online
Sure, there may be more than 900 million people on Facebook. It may also be the most ubiquitous web service available today...but does it really satisfy?
According to a new survey from a partnership between the American Customer Satisfaction Index (who knew we had one of those?) and ForeSee, Facebook doesn´t only leave us dissatisfied, it´s also the lowest-scoring e-business company. Facebook´s score on the ASCI scale is so low, it´s set a new record and sits at the bottom of the barrel of more than 230 companies. Adding insult to injury, the ACSI report says more people are left feeling satisfied when they leave the Google+ house, the social network once famously referred to as a “Ghost Town.”
Launched in June of 2011, this is the first time the ASCI has included Google+ in their results, and they performed rather well on their virginal outing, scoring a 78 out of 100. In fact, Google+´s high score matches that of long-time internet staple, Wikipedia. Google also has another winner on their hands in YouTube, which scored second behind the tied-for-first networks.
Facebook isn´t terribly alone at the bottom, however. Twitter (whose future is a bit uncertain at the moment) and LinkedIn (who just suffered a particularly shameful privacy breach) were also rated in the low-60s margin at 64 and 63, respectively. Facebook scored a low 61 on a 0 to 100 scale. To put their disappointing performance in perspective, MySpace scored a 63 in 2010, the last year they were rated.
“Facebook and Google+ are competing on two critical fronts: customer experience and market penetration. Google+ handily wins the former, and Facebook handily wins the latter, for now,” said Larry Freed, President and CEO of ForeSee in the ASCI press release.
“It´s worth asking how much customer satisfaction matters for Facebook, given its unrivaled 800 million user base. But I expect Google to leverage its multiple properties and mobile capabilities to attract users at a rapid pace. If Facebook doesn´t feel the pressure to improve customer satisfaction now, that may soon change.”
While these results may not come as any surprise to anyone, it certainly doesn´t make for a flattering headline for the House That Zuck Built.
Facebook´s guffaws are plentiful and occur quite often. If they aren´t frustrating users with an ever-changing layout and UI, they´re making them hunt for their privacy settings in order to keep their personal information safe. These privacy settings must stay constantly in check, lest Facebook make some change and start broadcasting its users´ every move to the world.
These multiple privacy concerns came to light once more in the days leading up to Facebook´s IPO as a $15 billion class-action suit was brought against the Social Networking Giant for violating their privacy policies“¦again.
In response to the low ASCI score, Facebook gave the following response: "We care deeply about the experience people have on Facebook and that's why we're so focused on building and improving the products we offer.”
"Giving people the means to interact with the people when they want, where they want and how they want is the most meaningful way for us to make our relationship with people even stronger."
Knowing what we do about Facebook and their continued violation of their own privacy policies, it´s curious that so many people keep using a service which leaves them unsatisfied.