Google+ Edges Out Facebook in Customer Satisfaction
The American Customer Satisfaction Index has shown that Facebook users are increasingly displeased by several decisions made by the social networking giant, allowing upstart Google+ to edge it out in the recent survey on customer satisfaction.
Facebook has dropped 8% to rank 61 out of 100 in customer satisfaction – a record low among the measured social media companies. The surveyed users cited privacy concerns, advertisements and apparently unnecessary interface changes such as Timeline as the key reasons for their reduced satisfaction in the service.
Capstone analyst Rory Maher earlier revealed that the number of Facebook users in the United States shrank by 1.1% over the past half-year. Americans aren’t the only group of people who are increasingly disaffected by the social network: 14 of the 23 countries where Facebook had 50% penetration saw reduced numbers of users, while growth has been mostly flat in the remaining nine locations. This has reduction in Facebook’s stock valuation over the past two days.
In contrast, Google+ is apparently off to an impressive start in the ACSI, garnering 78 out of 100, putting it on par with three-time social media leader Wikipedia. Respondents rated Google’s social network highly due to the lack of traditional ads and a “superior mobile product.”
The ACSI results should give notice to Facebook to start watching out for the opinions of its user base. While it currently holds a commanding lead in terms of market reach, the situation could change in the future, especially once Google gets around to utilizing its wide product range to undercut its rival’s offerings.