Facebook near bottom on US customer satisfaction: Report


SAN FRANCISCO: A latest survey released yesterday showed that Facebook is one of the lowest-scoring websites among more than 200 companies measured for US customer satisfaction.

Xinhua news reported that according to 2011 American Customer Satisfaction Index (ACSI) E- Business Report, Facebook only has a score of 66 out of 100 on customer satisfaction, which is near the bottom not only in the social media category, but of all measured 226 companies in the report.

The report said the index is a predictor of future financial performance, arguing Facebook could be vulnerable to Google+, the social service which is too new to be measured in the survey.

The ACSI E-Business Report, the 12th annual report of its kind, covers three categories of e-business available to US customers including social media, portals and search engines, as well as online news.

Among the social media sites, Wikipedia topped the list with a score of 78 while YouTube took second place with a score of 74. MySpace dropped from the index because there were not enough users to create a statistically significant sample.

Google led the category of portal and search engine with a score of 83 while Microsoft’s Bing had a score of 82, an increase of almost 7 per cent from last year. The report noted that anything over 80 is generally considered an excellent score.

Foxnews.com was in the first place of the news websites category with a score of 82, followed by ABCnews.com (77) and USATODAY.com (76).

The survey was conducted through interviews with about 70,000 customers and measure customer satisfaction with 225 companies in 47 industries and 10 economic sectors and more than 130 federal government departments and websites.