Facebook is the most visited social networking site on the planet, but it has its downside as well – Facebook received some of the lowest customer satisfaction scores in the industry.
The American Customer Satisfaction Index (ACSI) reports that out of a possible score of 100 in customer satisfaction, Facebook scored a dismal 61 or a grade that barely qualifies for a D-minus.
ACSI said that while Facebook has a remarkable number of users, its customer service was severely lacking:
“[Facebook’s] unrivaled user base is impressive, but its satisfaction ratings are not. Facebook falls 8 percent to 61 (on a scale of 100), one of the lowest scores of any company in the Index,” and that it set a “”new record-low score for e-business.”
Too many ads
One of the major complaints from Facebook users is the inordinate amount of ads which makes using the social network site an arduous task.
The ACSI said:
“One problem for Facebook is that survey respondents say that ads actively interfere with their experience on the site and are among the things they like least about Facebook.”
On the flipside Google+ “debuts on top of the social media category with a score of 78, but there are no ads on Google+.”
The critical report from ACSI apparently caught the attention of Facebook executives and in a statement to NBCNews.com, it defended its position:
“We care deeply about the experience people have on Facebook and that’s why we’re so focused on building and improving the products we offer. Giving people the means to interact with the people when they want, where they want and how they want is the most meaningful way for us to make our relationship with people even stronger.”
However, in spite of Facebook’s comments about improving its website experience, Facebook users were at odds with the company for its constant habit of continually changing the interface and how they interacted with it.
Google+ vs. Facebook
Google launched its own version of a social networking site with Google+. Some industry watchers believe that the competition will grow between the two services and that Google+ stands to improve its position as Facebook drives away members with its poor customer service.
Larry Freed, the president and CEO of ForeSee believes that Google can:
“…leverage its multiple properties and mobile capabilities to attract users at a rapid pace. If Facebook doesn’t feel the pressure to improve customer satisfaction now, that may soon change.”
In plain English, Facebook may be in trouble.
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