By James Limbach
July 21, 2010
Even though it's the most popular website in America, consumers don't like Facebook, according to the 2010 American Customer Satisfaction Index (ACSI) E-Business Report, produced in partnership with ForeSee Results.
The social networking site scored 64 on the ACSI's 100-point scale -- a satisfaction even lower than IRS e-filers. This puts Facebook in the bottom five percent of all measured private sector companies and in the same range as airlines and cable companies -- two perennially low-scoring industries with terrible customer satisfaction.
"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. "At the same time, our research shows that privacy concerns, frequent changes to the website, and commercialization and advertising adversely affect the consumer experience. 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."
Given the complaints about Facebook received by ConsumerAffairs.com, the low score should not come as a surprise.
"Why can't I communicate with a human who works for Facebook?" wonders Peter of Maridcao, Puerto Rico. "I have complained about a false profile which someone keeps putting up. For some reason FB can't shut down this person. Why do I have to suffer through this?"
Mohamed of Redmond, WA, tells ConsumerAffairs.com, "Facebook disabled my account without giving me any notification, and when I asked them why they did that, they refused to tell me the exact reasons. I asked them to delete all my data on their servers (since they disabled my access to it), but they also refused to do so."
Social media websites were measured for the first time by ACSI, and the category includes Facebook, MySpace, Wikipedia and YouTube. Twitter was not included in the social media category because a disproportionate number of users access Twitter through third party applications other than the website Twitter.com. Wikipedia leads the category at 77, followed by YouTube at 73, Facebook at 64 and MySpace at 63.
"Social media has become too big to ignore, so we added it to our list of e-business measures," said Claes Fornell, ACSI founder and professor of business at the University of Michigan. "We are quite surprised to find that satisfaction with the category defies its popularity."
Google plunged seven percent, but continues to lead the portals and search engines industry with a score of 80. It is just the second time that Google ceded its top spot, as the "all others" category of search engine competitors jumped five percent to 82. Microsoft's Bing search engine made a strong first showing with a score of 77, trailed by Yahoo! (76), AOL (74), and Ask.com (73).
Rikva from Monticello, NY, has a gripe with Google. "My telephone number is listed in Google as Wal-Mart. I hope you understand that I receive constant phone calls," she writes ConsumerAffairs.com. "I am a busy mother of 12 children and I came to rest for the summer here in upstate New York. It is absolutely ruining my vacation."
Pablo from Salt Lake City, UT, tells ConsumerAffairs.com that his Dell XPS400 computer has all major components linked and set to operate with a Google toolbar that is built into his program and systems. "In other words," he writes, "I bought a 'Google computer set up with a Dell Logo.' If I delete the Google tool bar I loose Internet Explorer and many other features needed on my computer for it to work. I tried to delete the bar but there is a warning message saying your computer may not start properly if you remove these files... WHAT TO DO??"
"Google may be suffering from trying to be too many things to too many people, but it still has the most loyal following with 80 percent of its users citing Google as their primary search engine," said Freed. "That said, Bing's first measure is impressive and could put some pressure on Google. The new search engine is already making gains in market share and using clever marketing and advertising to distinguish itself from the market leader."
Fox shows strong
In the news and information category, FOX News now dominates its competition online as well as on TV. FOXnews.com debuted at the top of the industry with a score of 82, the highest score any news site has received in nine years of measurement. FOX News' cable news competitors MSNBC.com (74) and CNN.com (73) trail in satisfaction as well as ratings. All major news websites improved, including newspaper websites for USATODAY.com (+4 percent to 77) and NYTimes.com (+4 percent to 76).