Skip to main content

Social Networking Leader Facebook Low on Customer Satisfaction

A latest survey has shown that leading social networking website Facebook is among the lowest scorers when it comes to customer satisfaction in the United States of America.

According to tech website Xinhua News (opens in new tab), E- Business Report 2011 released by the American Customer Satisfaction Index (ACSI) has shown that among the 226 companies reviewed, Facebook scores merely 66 points on the scale of 100 for customer satisfaction.

The 12th Business Report by the ACSI divides companies into four categories, search engines, social media, online news and portals. The report is based on the responses by over 70,000 users in the US, measuring companies for quality of products developed and services provided to the customers.

Facebook scored two points more to reach 66 from last year’s score of 64 in the same category.

Larry Freed, the chief executive of Fore See Results, the firm that conducted the survey in collaboration with ACSI stated, "It shows that the social media giant may be moving in the right direction, albeit very slowly. Facebook is clearly king right now, but if anyone can knock it off its throne, it would be Google."

Google, which was categorised under search engine lead the division with 83 points out of 100 while Wikipedia scored 78 in social media group.

Ravi Mandalia

Ravi Mandalla was ITProPortal's Sub Editor (and a contributing writer) for two years from 2011. Based in Ahmedabad, India, Ravi is now the owner and founder of Parity Media Pvt. Ltd., a news and media company, which specializes in online publishing, technology news and analysis, reviews, web site traffic growth, web site UI. Ravi lists his specialist subjects as: Enterprise, IT, Technology, Gadgets, Business, High Net Worth Individuals, Online Publishing, Advertising, Marketing, Social Media, News, Reviews, Audio, Video, and Multi-Media. He has also previously worked as Dy. Manager - IT Security at (n)Code Solutions.