Facebook Loses Points in Customer Satisfaction

Facebook may have dominated the social networking sphere, but its users apparently are not happy with its service. A recent customer satisfaction index reveals that Facebook‘s reputation for customer satisfaction continues to wane. The most surprising about the index is that Google+, despite having just below one-third of Facebook’s total number of users and many of them spend very little time with the site, debuts at the top of survey.

According to the numbers provided by The American Customer Satisfaction Index, Google’s social networking service tops the chart at 78% customer satisfaction rating, tying it with Wikipedia. Meanwhile, Facebook’s rating slips 8 percent to 61.

The index measures customer satisfaction ratings 230 companies and social media companies are among the lowest-rated companies. Its 69% overall rating hovers over airlines, subscription television service, and newspapers.

The report states that Google Plus’ advantage over Facebook is that it does not have traditional advertising, has more focus on users’ privacy, and provides a better mobile experience. On the other hand, Facebook users complain about the presence of advertisements and are concerned about privacy, especially after the Sponsored Stories debacle.

It remains unclear if the report takes into consideration the lesser membership and decreased Web traffic on Google+.

A spokesperson for Facebook said the company cares about customer satisfaction, but opted not to comment about specific points in the customer complaints. “Giving people the means to interact with the people when they want, where they want and how they want is the most meaningful way for us to make our relationship with people even stronger,” the spokesperson said in a statement.

Source: The American Customer Satisfaction Index, via CNET
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