Facebook User Satisfaction in the Dumps
A new survey that took the happiness pulse of 30 website's and their users found that out of all of them, Facebook's users are the least satisfied — ironic considering the service boasts 500 million users.
Facebook scored a 64 on a user satisfaction scale of zero to 100, according to the 2010 American Customer Satisfaction Index (ACSI).
The ACSI report showed that Facebook and MySpace, which came in just below at a rating of 63, were the two lowest-scoring sites out of all of them. The report noted that both sites showed “abysmal performance.”
The winner, which might be a surprise to some, was Wikipedia, which had a satisfaction rating of 77. YouTube came in second with a 73. This is the first year that ACSI rated social media sites.
“Facebook is a phenomenal success, so we were not expecting to see it score so poorly with consumers,” said Larry Freed, president and CEO of ForeSee Results, which partnered with ACSI, LLC. on the e-business survey.
“At the same time, our research shows that privacy concerns, frequent changes to the Web site, and commercialization and advertising adversely affect the consumer experience,” Freed said.
“Compare that to Wikipedia, which is a non-profit that has had the same user interface for years, and it’s clear that while innovation is critical, sometimes consumers prefer evolution to revolution,” he said.
When asked what bugged them about Facebook, users pointed towards privacy concerns, advertising, interface changes, navigation problems and constant notifications about “annoying” applications.
Despite the complaints, the company still continues to grow and lead the social media space in terms of consumer adoption.
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