If you’re on Facebook, chances are that you don’t think it’s anywhere near perfect. At least that’s the findings of the American Consumer Satisfaction Index, which released its results for 2011 yesterday. Facebook scored a 66 out of 100. While that may not sound that low, it comparison to other sites it is.
Not only is Facebook the lowest ranked social networking site, but it also scored the lowest of any company in the technology business that ACSI studied. Can you say ouch?
Leading the pack in the social media category was Wikipedia, with a score of 78. YouTube came in second at 74, and a category called “Others” at 67. I guess it’s pretty bad when you’re even losing to unnamed services. Social networking in general doesn’t garner high satisfaction overall among consumers, ACSI says. With a group rating of 70, only airlines, newspapers, and subscription television services score lower.
It’s really too early to say whether Google+ may turn the fortunes of this sector around — the survey results were compiled before the site launched. However, researchers believe it may score high. “We do know is that Google is one of the highest-scoring companies in the ACSI,” Larry Freed, president and CEO of ForeSee Results, creator of the ACSI said.
“An existing dominance of market share like Facebook has is no longer a safety net for a company that is not providing a superior customer experience,” he argued. In other words, 2012 could be interesting.