Facebook is the most hated of online social, search and news sites, according to the newly released annual e-business report by
American Customer Satisfaction Index The survey measures customer satisfaction of companies involved in social media, Internet search and news.
The report comes as Mark Zuckerberg hits television today to defend Facebook, and was conducted before the widespread introduction of Google+.
Facebook scored 64 on a 100-point scale, which puts the company in the bottom five percent of private sector companies and in the same range as airlines and cable companies, "two perennially low-scoring industries with terrible customer satisfaction," according to the results.
Wikipedia tops the social media category for a second year, up 1% to an ACSI score of 78, and is the only social media site to beat the e-business (75.4) and national (75.6) averages for customer satisfaction. Wikipedia benefits from its nonprofit position in the sense that users are able to surf, create, and edit content without any intrusion from commercial messages.
Google-owned
YouTube comes in second place at 74 (+1%), well behind leader Wikipedia. YouTube is the dominant player in the online video space, with a market share approaching nearly 50%. A reason for YouTube’s continued high level of viewer preference seems to be the site’s effective response to new competition by teaming with other media to include films, TV episodes, and free broadcasts of sporting events.
One year ago,
the ACSI began measuring social media websites, and the industry’s debut was not impressive. Inaugural results revealed rather weak user satisfaction. In 2010, the category earned a score of 70 on ACSI’s 0 to 100 scale. This year, not much has changed. Overall customer satisfaction stays flat at 70 and the largest sites show only slight improvement. Social media websites remain one of the lowest-scoring categories when it comes to customer satisfaction. Only airlines, subscription TV, and newspapers do worse in ACSI. User concern about privacy, including being targeted for advertising, continues to be problematic for social media websites.
Here's the new ratings:
• Google 83
• Bing.com 82
• FoxNews.com 82
• Ask.com 80
• Yahoo! 79
• MSN 78
• Wikipedia.org 78
• ABCNews.com 77
• USAToday.com 76
• AOL 75
• CNN.com 74
• MSNBC 74
• YouTube.com 74
• NYTimes.com 73
• HuffingtonPost.com 69
• Facebook.com 66
Detailed Report here
“Please be forewarned: the next bite will be for keeps. If the next and final report fails to measure up in any substantial and unseverable way ... then it may be excluded altogether without leave to try yet again," the judge said.
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