Despite the fact that Facebook now claims over 500 million users, that doesn’t mean its exactly popular with the people who use it. As a matter of fact, it might rank in the same range as Internal Revenue Service (IRS) agents and airline customer service agents.
The University of Michigan’s Business School has long run the American Customer Satisfaction Index which measures how satisfied consumers are with certain business and services. For the first time ever the study included popular social networking site Facebook, but while some companies would consider this an honor, but they might be wishing that they hadn’t been.
In the survey of consumers, Facebook scored a 64 out of 100, placing it in the bottom five percent of businesses that consumers were polled about. Why did it place so low? Survey sponsor Larry Freed, president and CEO of ForeSee Results, told The Wall Street Journal, that it appeared the majority of the complaints came based around the privacy issues, but the biggest number came from the constant changes in the profiles and operation of the site.
Mr. Freed went on to say, “When you think about Facebook three years ago versus now, it has a much more diverse audience than it did before. In my family, my 12-year-old son is on it, as is my 75-year-old mother – that’s three generations on Facebook with varying levels of tech savvyness.” He continued, “Facebook has to learn how to deal with consumers across a broad range as they make changes.” The survey did find that older users tended to be more dissatisfied with the service than the younger users.
If Facebook can walk away from this with any solace, it is the fact that MySpace scored only a 63, one full point below Facebook … yay them?
What say you? Are you this dissatisfied