Will Facebook's low satisfaction score help Google+?

The 2011 American Customer Satisfaction Index report is out, and Facebook's scores are in the cellar.

The 2011 American Customer Satisfaction Index (ACSI) E-Business Report has arrived, and once again the news is bad for Facebook. The world's most popular social network scored the lowest of all the companies measured in the report, which is produced by ACSI LLC and analytics firm ForeSee Results.

While Facebook fared slightly better this year -- up 3 per cent to 66 on the ACSI's 0-to-100 scale -- its poor showing suggests that consumers are open to trying a new social net. And, let's see, which up-and- coming alternative might lure them away?

"The survey was conducted last month, before the widespread introduction of Facebook's biggest competitor, Google+, but Facebook's low score indicates that Google+ could easily pounce and gain market share if they can provide a superior customer experience," said Larry Freed, president and CEO of ForeSee Results, in a statement.

It's too early, of course, to predict whether mainstream social network users are willing to ditch Facebook for Google+. After all, griping is one thing, but packing up and moving to another social net is a major undertaking, particularly if it involves persuading friends and family to come along.

Then again, Google may be in a good position to pull it off. As Freed points out, Google is one of the highest-rated companies the in ACSI survey, while Facebook is in the cellar.

In the search engine and portals category, Google leads the pack with an 83, up 4 per cent from a year ago. Bing is nipping at Google's heels with 82, a 7 per cent improvement. ACSI scores over 80 are considered excellent.

Should Facebook worry?

Google may be unproven in the social media sphere, but its reputation with consumers is solid.

"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," Freed said.

Interestingly, social media is one of the lowest-scoring industries measured by the ACSI. What's worse in the minds of consumers? Airlines, newspapers, and subscription TV services, naturally.

Wikipedia gets the top spot in social media with a 78. YouTube is second with 74. Sadly, MySpace was dropped from this year's survey because there weren't enough MySpace users to create a statistically significant sample.

Ouch.

The ACSI is an economic indicator based on customer evaluations of the quality of goods and services bought in the U.S. Founded at the University of Michigan's Ross School of Business.

Contact Jeff Bertolucci via Twitter (@jbertolucci) or at jbertolucci.blogspot.com.

Join the Good Gear Guide newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags ForeSee ResultsInternet-based applications and servicesGoogleGoogle+internetsocial mediaFacebook

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Jeff Bertolucci

PC World (US online)
Show Comments

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Matthew Stivala

HP OfficeJet 250 Mobile Printer

The HP OfficeJet 250 Mobile Printer is a great device that fits perfectly into my fast paced and mobile lifestyle. My first impression of the printer itself was how incredibly compact and sleek the device was.

Armand Abogado

HP OfficeJet 250 Mobile Printer

Wireless printing from my iPhone was also a handy feature, the whole experience was quick and seamless with no setup requirements - accessed through the default iOS printing menu options.

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?