Home Survey Says: US Consumers Most Unhappy With Facebook

Survey Says: US Consumers Most Unhappy With Facebook

The 2011 American Customer Satisfaction Index (ACSI) E-Business Report was published today and the survey of 70,000 US consumers found Facebook to be the least satisfying of the largest social sites on the web. Only 66% of respondents said they were satisfied by Facebook, compared to market leader Wikipedia at 78%. Google, YouTube and Fox News all scored high in the survey as well. MySpace was dropped due to insufficient interest, after scoring the lowest among social sites last year. Low-scoring sites in other categories included AOL, the Huffington Post and the New York Times. Here are the numbers.

With Facebook continuing to show weak consumer satisfaction numbers, the obvious question is what this means for Google Plus. “What we do know is that Google is one of the highest-scoring companies in the ACSI and Facebook is one of the lowest,” said Larry Freed, president and CEO of survey partner ForeSee Results. “An existing dominance of market share like Facebook has is no longer a safety net for a company that is not providing a superior customer experience.”

The survey didn’t put Twitter into its own category, instead lumping together “all other social sites” – a category that declined substantially in consumer satisfaction. Facebook, though in last place in its category, actually climbed year over year from 64% to 66%.

Scott Ellison, analyst firm IDC’s VP of Mobile & Consumer Connected Platforms, put it this way, “Social is deceivingly fluid and Google+ is proving that. There are still enormous social app opportunities, especially apps that are interest and function specific.”

No qualitative or detailed information was made available concerning this dissatisfaction with Facebook, so it’s hard to know what it all means. It’s also worth noting that the clear majority of people remain satisfied by Facebook. It’s also worth noting that Facebook has changed the lives of hundreds of millions of people in a historically unprecedented way.

Finally, it’s worth noting that surveys are only questions asked of real people – so you have to take them with a grain of salt.

Below: From the popular if depressing blog Failbook.

About ReadWrite’s Editorial Process

The ReadWrite Editorial policy involves closely monitoring the tech industry for major developments, new product launches, AI breakthroughs, video game releases and other newsworthy events. Editors assign relevant stories to staff writers or freelance contributors with expertise in each particular topic area. Before publication, articles go through a rigorous round of editing for accuracy, clarity, and to ensure adherence to ReadWrite's style guidelines.

Get the biggest tech headlines of the day delivered to your inbox

    By signing up, you agree to our Terms and Privacy Policy. Unsubscribe anytime.

    Tech News

    Explore the latest in tech with our Tech News. We cut through the noise for concise, relevant updates, keeping you informed about the rapidly evolving tech landscape with curated content that separates signal from noise.

    In-Depth Tech Stories

    Explore tech impact in In-Depth Stories. Narrative data journalism offers comprehensive analyses, revealing stories behind data. Understand industry trends for a deeper perspective on tech's intricate relationships with society.

    Expert Reviews

    Empower decisions with Expert Reviews, merging industry expertise and insightful analysis. Delve into tech intricacies, get the best deals, and stay ahead with our trustworthy guide to navigating the ever-changing tech market.