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Its thumbs down to Facebook
By siliconindia
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Friday, 22 July 2011, 01:20 IST
Bangalore: A report released from the American Customer Satisfaction Index presented the 2011 results on Tuesday. It stated that the low growing customer satisfaction with Facebook could create great beginning for Google's Google+.
The ACSI reported that Facebook's score increased 3 percentage points to 66, a number derived from 70,000 annual customer evaluations and used as inputs into an econometric model. However, it was not only the lowest score of social-network companies but also recorded as the lowest of three categories namely - Internet news and information, social media, and portals.
However, the report was executed before Google launched Google+, which left ForeSee's Larry Freed, the president of ForeSee Results, only able to speculate about the impact of Google's social network on Facebook. He also added in a statement, "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."
According to the survey, Wikipedia dominates the social media category, recording a score of 78, closely followed by You Tube at 74. The "others" category, which includes the multitude of social networks descended from 69 points to finish at 67, which left Facebook's ranking, followed by MySpace, which wasn't surveyed.
Therefore, its concluded that the social media is one of the lowest-scoring industries measured by the ACSI, at a category ranking of 70 - only airlines, newspapers, and subscription television services score lower. In 2010, Facebook and MySpace finished at the bottom of the bunch
In the race between Microsoft's Bing and Google, Google won, 83 to 82. Both showed gains - 80 to 83 for Google, and 77 to 82 for Bing. Behind the two leaders came the "others" category, at 81, followed by Ask.com and Yahoo at 80 and 79, respectively.
ACSI also surveyed the mainstream news site, the top news site, in terms of satisfaction - FoxNews.com held steady at 82. "FOXNews.com tops all news and information sites for a second straight year with an unchanged ACSI score of 82" ABCNews.com finished second at 77. Behind came USAToday.com at 76, CNN.com at 74, tied with MSNBC.com.
