Facebook user satisfaction plummets
A new survey suggests members are increasingly unhappy with big changes to Mark Zuckerberg's social network, while rival Google+ is pleasing its fans.
In a worrisome sign for Facebook (FB), which is set to release its first quarterly earnings report as a public company next week, a new poll suggests that user satisfaction on the social network may be in a downward spiral.
According to the American Customer Satisfaction Index (ACSI), users are increasingly dissatisfied with Mark Zuckerberg's social network, while competitors such as Twitter and, remarkably, Google+ fared better.
Here's what you should know:
How was the survey conducted?
The annual report measures 230 companies across multiple sectors, assesses how happy customers are, and then assigns a score on a scale from 0 to 100. Facebook got a 61 this year, down from 69 in 2011 and the lowest score of the "e-companies" included in the ACSI.
Why is Facebook's popularity plummeting?
There are three big reasons, says The Huffington Post: Concerns over privacy, a frequently changing interface, and in-your-face advertising. The introduction of Timeline, in particular, seems to have Facebook users flustered.
How did the competition do?
Google's (GOOG) Google+, which has been disparaged as an unpopular "ghost town," emerged with a "surprisingly strong score," says Fox News: 78 out of 100. The survey's administrators cite Google+'s absence of traditional advertising and what many consider to be a better mobile experience as the primary drivers behind user satisfaction. (Also, it should be noted Google+ has a much smaller user base than Facebook; arguably, only the most satisfied users have stuck with it.) Twitter had a slightly better score than Facebook at 63, and newcomer Pinterest scored a 69.
How did social networks do compared to other industries?
Badly. On average, social networks are consistently among the lowest ranked industries, beating out only airlines, subscription television service, and newspapers.
What does all this mean for Facebook?
Facebook should feel pressure to improve customer satisfaction right away, says Larry Freed, whose analytics company, ForeSee, partnered with ACSI to release this survey. "It's got to hurt Mark Zuckerberg's ego to see another low rating, considering the company's mantra is about making users happy over advertisers," says Donna Tam at CNET.
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I enjoy Facebook for what it is, a place to get back in touch with long lost friends who have moved around the country. Play what games I want to play without ever paying to play no matter how much they try to tempt me with their offers and the change to meet and chat with new friends. It will never take the place of my Beta Sigma Phi soriety sisters or other friends. we visit on regular basis.
I deleted my account a few months ago and havn't looked back! It started with the Timeline, I wasn't a fan of it. And because of that factor I slowly stopped going on it. Also it was just the same boring thing. "Friends" being anything but less than a "friend", the same old posts about mindless things, pointless pictures...just a drab. Since then I've gotten into Tumblr, and last week Instagram. Even those barely hold my attnetion. I often wonder what the next Facebook will be...until then......... I guess it's back to face-to-face interaction or phone conversations! What a concept, huh?!?!
God just invented a new social networking platform. It's called get off your asss and go visit someone, look them in the eye, shake their hand, give them a hug, or pick up the phone and hear their voice.
The commercial where the nerdy girl says she has 732 friends "this is living", or whatever, is perfect to show what a moron sitting at a table alone claiming to have 732 friends looks like.
How many of your facebook pals could you call today? How many would listen to your problems and give good advice, how many would lend you $100 if you were desperate? How many would pisss on you if you were burning?? The answer is likely NONE.
I have never had a facebook, for personal or business, and won't ever do it just on principal. I am cool with people not tracking me down and judging me by whatever is on there. A little mystery is good in this information age.
I only use facebook for the neighborhood watch...I think it's stupid how people post every little thing as if anyone cares if they've had their nails done.
You could be on facebook a million years and still not get 15 minutes of fame.
My FB friends and myself really dislike the new Timeline ! In addition, Scrabble and Words with Friends frequently do not work properly. Some people believe that change is good. In regards to FB, the changes along the way have not been good !
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