Facebook Customer Satisfaction low
By Asha

There was a time when MySpace ruled USA and Orkut was King in India.  Today, Facebook is the hottest craze. But it seems that many American Facebook users are not satisfied with Facebook, leaving the door open for rival social networking sites like Google+ to do well.  For a number of reasons, American consumers have a very large input into the success of online tech services.

The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. Data from interviews with approximately 70,000 customers annually are used as inputs into an econometric model to measure satisfaction with more than 225 companies in 47 industries and 10 economic sectors, as well as more than 130 federal government departments, agencies, and websites. Results are released on a monthly basis with all measures reported using a 0-100 scale.

The American Customer Satisfaction Index (ACSI), in conjunction with ForeSee, is showing a low customer satisfaction rating with Facebook, leaving the door open for Google+

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Despite a small improvement this year, Facebook (+3% to 66) is the lowest-scoring site, not only in the social media category, but of all measured companies in this report. The survey was conducted last month, before the widespread introduction of Facebook’s biggest competitor, Google+, but Facebook’s low score indicates that Google+ could easily pounce and gain market share if they can provide a superior customer experience.

“We don’t know yet how Google+ will fare, but what we do know is that Google is one of the highest-scoring companies in the ACSI and Facebook is one of the lowest,” said Larry Freed, president and CEO of ForeSee Results. “An existing dominance of market share like Facebook has is no longer a safety net for a company that is not providing a superior customer experience.”

Wikipedia (+1% to 78) takes the top spot, while YouTube (+1% to 74) comes in a distant second. Myspace drops from this year’s Index because there were not enough users to create a statistically significant sample. Overall, social media is one of the lowest-scoring industries measured by the ACSI—only airlines, newspapers, and subscription television services score lower.
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