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

User satisfaction is irrelevant

[NormalVisual]

Whether the users are happy or not doesn't mean squat to Facebook because their users aren't their customers. It's the happiness of their advertisers and those who purchase the data that Facebook continually mines that matters to them.

Re:I'm surprised Twitter wasn't included.

[Nadaka]

Hey!

Twitter has 5 8's reliability.

That is only 1 less than the 5 9's that people keep raving about!

Re:Sense of entitlement much?

[Conspiracy_Of_Doves]

Or publicizes information that you specifically told them to keep private.

well firts thoughts...

[eexaa]

It took around 10 seconds to shoot down standard army targetting dummy.

If the laser tower can target the pilot in classical manned aircraft (and I bet it can), it's done in less than a second, even from quite far away.

In result, aircraft with any tranlucent windows seem totally unusuable for combat now.

Re:well firts thoughts...

[selven]

Is this some kind of Farmville mod? Cause that might make that game actually interesting.

I am sorely disappointed

[Locke2005]

I've been a FaceBook member for over a year now, and I haven't gotten laid even once!

Missing the point: WE are not customers to FB

[MadCow42]

"Customer Satisfaction" for Facebook is measured in click-throughs and sales dollars... not in user complaints.

You and I are not customers to Facebook. We're the product. We're what they're selling - our eyeballs are being sold to the advertisers. Their only reason to make you happy is to ensure you come back (begrudgingly or not).

Once you realize that, their lack of "customer service" isn't surprising in the least. So long as you're not paying for the service, you're not a customer. They care very little about your privacy, your experience, the impact that their constant site layout changes and privacy policies have on you, the annoyance if/when they sell your personal data to mailing lists and spammers - so long as it all suits the needs of their true customers and doesn't piss you off enough that you don't keep coming back. This is the way of business... get used to it unless you want to pay for these things.

MadCow.