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Facebook Is the Lowest-Rated Social Media Site in Terms of Customer Satisfaction. You Don’t Say?

by Rebecca Pahle | 2:45 pm, January 10th, 2013


A study conducted by the American Customer Satisfaction Index (ACSI) has found that Facebook has the worst customer satisfaction rating among all social media sites. In other news, the sky is blue, grass is green, and Michael Bay loves explosions.

Larry Freed, president and CEO of customer experience analytic firm and ASCI partner ForeSee, blames Facebook’s notoriously awful record with privacy for its low rating; other factors, he says, are security concerns, ads, and frequent interface chances.

Says Freed, “They’re in a near monopoly situation: That’s where everybody is and there’s really no other game in town. Yet consumers are pretty dissatisfied with Facebook.”

Yep. Between their using people’s pictures in ads without permission, that new stalker-friendly messaging system they were trying out, and their disturbing attitude toward content promoting violence against women, not to mention the everyday bundle-o’-confusion that is their privacy settings, I can see how that might be the case.

Facebook’s customer satisfaction rating has fallen from 64 to 61 since ACSI’s 2010 study. By comparison, this year’s highest-rated social media sites, Google+ and Wikipedia, are tied at 78. Falling somewhere in the middle are LinkedIn (63), Twitter (64), Pinterest (69), and YouTube (73).

Quoth SocialTimes:

Lack of advertising helped account for the relatively favorable ratings of Google+, Wikipedia and Pinterest, [Freed] said. Goolge+ also benefits from having a smaller constituency that it serves, and both it and YouTube probably also benefit from a halo effect of Google’s overall offerings.

So. People hate Facebook, Facebook knows it, people still use Facebook, Facebook doesn’t change anything. Just another day on the Internet.

(via: The Daily Dot)

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  • http://twitter.com/KatiePunkin Kate Holloway

    If it’s free, you aren’t the customer; you’re the product.

  • Anonymous

    I despise FB for all the aforementioned reasons. If I didn’t need it to do my job managing FB business pages, I would have deleted my profile a long time ago. I already hardly check it anymore. It’s only a matter of time til I can cut the cord.

  • Pink Apocalypse

    Thank you, for introducing me to quite possibly the best bit of worded insight I’ve heard in a long time. + ^.

    I briefly used Facebook years ago, was deeply concerned with what they were doing, closed my account (as much as one *can* close it) and never looked back.

  • http://twitter.com/KatiePunkin Kate Holloway

    I wish I could say I came up with it, but I heard it somewhere and it stuck :)

  • http://twitter.com/ChannelDiza Chanel Diaz

    I’m glad I don’t have such a Personal Account on such an “All Personal Information For Public Eyes & Uses” Site, that’s Apparently Misogynist to Top it All Off. >_<

  • Travis Fischer

    Can we all go to Google+ now?

  • Carmen Sandiego

    I have it under tight lock and never post anything on there that’s too personal. I tried to leave it, but my work, and other important information is run through there. I can’t wait for it to NOT be the only game in town. We need a massive migration stat.

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