Facebook User Satisfaction Is 'Abysmal'

adeelarshad82 writes "American Customer Satisfaction Index recently conducted a survey in which they found that even though Facebook is gaining popularity, they are doing a miserable job of keeping their users satisfied. According to the survey Facebook scored 64 out of 100 for customer satisfaction, which puts the website in line with the satisfaction rates for airlines and cable companies. The survey also includes other websites like YouTube and Wikipedia (which scored considerably higher) and MySpace, which came in slightly lower. (The survey did not include Twitter since many of its members access the site through third-party sites rather than Twitter.com.) The ACSI was founded at the University of Michigan's Ross School of Business, and is based on annual interviews with about 70,000 customers. The group has measured portals and search engines in the past, as well as news and information websites, but this is the first year the ACSI included social networking sites." UM professor Claes Fornell blogged: "Controversies over privacy issues, frequent changes to user interfaces, and increasing commercialization have positioned the big social networking sites at satisfaction levels well below other Web sites..."

Comments

You misunderstans - users aren't their customers

[jfoobaz]

Facebook's customers are people who pay for the advertising, and who get extensive ability to target ads to specific people based on demographic and other kinds of data that Facebook gets by mining users profiles and inter-connections. And I'd imagine that these customers are just fine with the seemingly constant changes in privacy rules and settings.

Re:Bottom 5% with Cable and Airlines

[PopeRatzo]

In the same sense that and for similar reasons why, "everyone" uses Windows on the desktop: Network effects [wikipedia.org].

Please explain how the Network Effect creates a condition whereby "everyone" uses Facebook.

From what I've just read using your link, I don't see how you make that jump. Yes, having 500million users makes Facebook more valuable than if it had 200 million users, which is how the Network Effect is defined, but that still doesn't explain how it can now be said that "everyone" is using a service that at most 500 million people use. That's not even "most" of the world's internet users. Considering that there are many people with multiple facebook accounts, and many facebook accounts are for non-individual entities, like radio programs, bands, companies, etc., you're probably looking at less than 1/4 of all internet users, assuming the recent statistic of approximately 2 billion internet users is accurate.