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Customer Satisfaction Index Shows Facebook Ranks Lowest on Customer Satisfaction

Posted on the 21 July 2011 by @bonsoni

The American Customer Satisfaction Index (ACSI) published on July 19 a study on customer satisfaction when using the internet, which includes social networking sites. The survey discovered that Facebook was the bottom rated site of this type.

Customer Satisfaction Index shows Facebook ranks lowest on customer satisfaction
The 2011 American Customer Satisfaction Index E-Business report, the 12th of this category, has been released in partnership with analytics firm ForeSee Results. The survey applies information from over 70,000 users and calculates satisfaction using a range on 1-100.

In 2011 within the classification Internet Social Media the survey studied 3 websites - Wikipedia, Facebook, and YouTube (Google) - plus "All Others"; MySpace had not been one of them in this study.

From the websites assessed, Wikipedia scored highest having 78, YouTube (Google) became runner-up with 74, the social networking sites in the section of All Others scored 67; biggest social media site Facebook, in the meantime, scored only 66.

No matter whether consumer unhappiness with Facebook will guide users to join to Google's new social netwroking site Google+; nevertheless, it seems that users are leaving Facebook. This was showed in a different survey unveiled in June 12 by Facebook tracking website Inside Facebook. They identified the volume of active monthly users on Facebook has been decreasing across the North America and areas of Northern Europe.

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