Facebook Not Well Liked by Users
Posted on 20. Jul, 2010 by Raven Schneizer in Business
Popular social network site Facebook, although having recently announced having over 500 million users, did not score very well with American Customer Satisfaction Index, an annual survey of customer satisfaction with companies conducted by the University of Michigan’s Ross School of Business.
Facebook scored an incredibly low 64 out of 100, ranking them in the bottom 5 percent of all private sector companies. Many frustrating companies scored higher than Facebook, including most airlines that averaged 66, and even the U.S Internal Revenue Service received a higher score.
This does not come as a surprise to many Facebook users who are consistently complaining about privacy issues and potential costs for use.
“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. “Our research shows that privacy concerns, frequent changes to the website, and commercialization and advertising adversely affect the consumer experience,” Freed said.
Wikipedia scored the highest ranking of any social networking sites, with a score of 77.
“It’s clear that while innovation is critical, sometimes consumers prefer evolution to revolution,” Freed said.
YouTube scored a ranking of 73, Google an 80, Yahoo at 76, and Microsoft’s Bing received a 77.
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It’s not really surprising, is it? After all, people may not understand that they are putting their privacy at risk until it is too late. However, once they wake up, they do become angry and they act.
I notice many companies now focusing on privacy like TrulyMail, Zipano, and Diaspora are all now helping people to maintain their privacy. I think this is a good thing!