Umass Dartmouth Center for Marketing Research Blog

Facebook Disliked Among User Satisfaction!?

Happy Hump Day everyone! This week we come to you with some fascinating news. The mogul social media giant that we are oh-so infatuated with, has dropped in ranks. Yes, our beloved Facebook doesn’t seem to be so high in satisfaction this year in comparison to its competitors, according to the latest American Customer Satisfaction Index (ACSI).

This year Facebook has dropped 8 points from its 2011 score. This is the biggest decline in ACSI’s reported findings. With a whopping 61 out of 100, Facebook falls behind Twitter, LinkedIn, YouTube, Pinterest and Google+! According to ACSI, Facebook has set a new record-low score for the Social Media category and this places them among the five lowest-scoring companies of more than 230 that the ACSI measures.

Facebook’s arch-nemesis, Google+ did very well in its debut on the ACSI’s Index this year with a score of 78. Not too shabby! Twitter and LinkedIn scored 64 and 63, Pinterest scored 69 and YouTube scored 73.

As we’ve discussed in previous posts, users have expressed their dislikes for Facebook’s new Timeline interface and privacy and ad concerns. Larry Freed, CEO of analytics firm ForeSee, which partnered with the ACSI, concludes that these reasons may have contributed to the decline in Facebook’s score, according to a Huffington Post article. On the other hand, Google+ seems to be growing in liking for its mobile capabilities, which may have been a plausible result for its leading score.

Though Facebook’s score has dropped, representatives at Facebook have gone on record, as well as Facebook CEO Mark Zuckerburg, to explain they only want to improve upon their product for their users to provide them with the best possible service to interact with others. From the Latin quote “summ cuiqueor as you may know it, “to each his own.” Everyone is entitled to their own opinions, preferences and tastes. Facebook only tries to appeal their product to the masses, but you cannot please everyone. Has this hurt them in ACSI’s case, yes. Does that mean that they won’t be successful in an overall spectrum, no, but it may shed some light to Facebook that they may need to relook at how they appeal to their vast audiences.

For a complete look at the rest of the results, head on over to the ACSI website below or check out the Huffington Post article. Hope you enjoyed this week’s post as much as we have! Until next week…. 🙂

http://www.theacsi.org/index.php?option=com_content&view=article&id=285:press-release-july-2012&catid=14&Itemid=361

http://www.huffingtonpost.com/2012/07/17/facebook-satisfaction-acsi_n_1679908.html?1342609916

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Filed under: Social Media

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