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Social Media Site Satisfaction: How Facebook Did

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Social Media Site Satisfaction: How Facebook Did

The American Customer Satisfaction Index has recently been released for social networking sites. The goal of this index is to measure just how individual consumers are satisfied with many different social networking websites. Facebook got 61% as a score, which is far below all other social networks. Many could obviously wonder as to why that is and whether consumers are now getting ready to ditch Facebook in favor of better performing services like Google +. The reality is that it’s not too likely to happen. Consumers are still using Facebook and there is no sign of any massive exodus yet, mainly because there is no competition that is strong enough to pose a big challenge to Facebook yet. This is sort of like with the Microsoft Windows operating system. The vast majority of PC users have it installed and use it as their main OS. Sure, there are thousands of complaints about Windows and most users would find at least a few negative points to say about the OS. But due to the fact that there are very few other alternatives, people just stick to Windows even if it’s not fully up to their satisfaction.


Why did Facebook score so low, however? Here are some of the main reasons:


  • Privacy issues. Privacy is obviously very important for internet users, especially now that many security risks have been made public in the mainstream media. Anything from scams, identity theft, harassment and unwanted information gathering about users has been talked about. When Facebook users were asked about how they felt that Facebook’s commitment to privacy was, about half would give it a poor grade.
  • Problems with Facebook ads. Many users were not too happy about Facebook ads. Some stated that seeing advertising negatively affected their user experience and interfered with them browsing the site. Some have found the ads to be just too intrusive and would rather see fewer or no ads at all when they browse many sections of the site. Others have said that the ads they see are poorly targeted or irrelevant to their needs, for example ads for car repair shops shown to people who don’t own a car. While Facebook has made some progress in increasing relevancy, the whole issue hasn’t been solved yet.
  • Changes to the profile layout. Some have enjoyed the change to the Facebook timeline and have adapted well to it. But many others have already gotten used to the old profile style and have criticized the timeline greatly. These users would often say that they felt like Facebook has forced its users to adopt the timeline even if they don’t like it and they feel like the change is simply too radical. In general, these users believe that Facebook frequently changes the way their site works, without first consulting with the users to see if they would approve of the changes before they are actually imposed on them.


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