Facebook has nearly reached 500 million active users with approximately 400 million of them signing in every month. One would think that Facebook – it being the popular kid amongst the other Social Networks -people would actually “like” it.
Not according to a recent study collaboration between American Customer Satisfaction Index (ACSI) and Forsee. Their studies found Facebook at the bottom of the barrel. MySpace jokes aside, Facebook was rated with a 64% of people actually saying that they liked it, this only being one percent above the glitter glammed deceased MySpace.
Facebook in the bottom 5%? sitting along-side cable companies and airlines? How can this be?
The first time study for customer service satisfaction within Social Media as conducted by ACSI shows that Facebook’s customer service is where the issue lies amongst users.
“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.”
What is even harder to understand is how a Social Network – where it is all about quick responses and interactions – could lack in such an important factor of its existence.
“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.”
With that said, many users of the site will not be raising eyebrows in shock over this study.
The other social sites that were studied upon were Wikipedia, YouTube, and MySpace – Twitter was left out due to its use more so through third parties than its actual site.
What may shock you is that Wikipedia takes top notch as a Social Media site out of all listed. It placed with a 77% out of the 100 scale used. In a close second was Youtube with a 73% than the sad Facebook at 64%, followed by MySpace, which ended up with a 63% on its Customer Satisfaction.
Since this is the very first e-business report on Social Media there are room for Social Networks to improve on, not to mention the other Social Media sites that were left off this list such as – StumbleUpon, Digg and countless others that many may be wondering why they were snubbed.
It will be interesting to see how next years’ results differ and if any of these social networks will
use these studies to enhance their customer service.
In the meantime, I think we can all agree that Facebook should try to focus its concerns on its users more than its interface and not worry so much about creating “like” buttons and more so about becoming “likable”, for without us, Facebook will clearly fall flat on its face.
Did this study surprise you?
Other Articles You May Like:
The Privacy Don’ts of Facebook: Protecting Yourself, Your Friends, and Your Family
Social Media Policies To Help Drive Over 36 Million Pageviews
Facebook Facts (some of which) You Probably Didn’t Know
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