The American Customer Satisfaction Index conducted by ForeSee Results ranked Facebook with a 64 based on a 100 point scale for customer satisfaction. This is the first time that ACSI, a national economic indicator of customer satisfaction has ranked social media sites. Google came in with an 80 score, Wikipedia scored 77, YouTube scored 73, and MySpace came in at 63.
So putting these scores into perspective, Facebook ranked lower than IRS e-file, airlines and cable companies. They averaged a 66.
Facebook has had their share of problems this year. After the Instant Personalization opt-out, Facebook members tried to organize a protest for everyone to leave the social media site on May 31. That never happened because too many people think of Facebook as part of their social lives.
There were other factors that affected customer dissatisfaction with Facebook. Too many policy changes to the site resulted in a lot of confusion and turmoil. There have been many complaints about too much advertising and the privacy issues; even though the mass exodus never happened, the overall satisfaction dropped drastically. Still people are willing to put up with the lousy customer service because there is no strong competition, and it’s an extremely popular social site.
I did refer to the Customer Satisfaction page on Facebook, and with 290 people signed up, the site stated:
“Our goal is to make this Community Page the best collection of shared knowledge on this topic. If you have a passion for Customer satisfaction, sign up and we’ll let you know when we’re ready for your help. You can also get us started by suggesting the Official Facebook Page.”
Stay tuned for founder and CEO Mark Zuckerberg’s interview with Diane Sawyer this evening.
photo credit: ralphhogaboom
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