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The latest survey from the American Customer Satisfaction Index shows that Facebook is at an all-time low in customer satisfaction, and that Google+ rated higher in customer satisfaction. In fact, Facebook’s rating was so low that it was it was among the five lowest-scoring companies in the entire social media category. And that is out of over 230 companies surveyed.
The biggest reason that Facebook has taken such a fall from grace was because of the fact that Facebook’s user interface is constantly changing. In fact, the new Timeline feature was one of the most cited complaints among annoyed consumers. Experts, such as Strategic Vision’s David Johnson, think that part of the problem is Facebook’s arrogance. Says Johnson, “Facebook is an entity we love — but love to hate as well. It comes across as arrogant, and it positions its changes as something the user has to adapt to, and if they don’t like it, too bad.”
Johnson goes on to mention that there will eventually be a social media site that finally rivals Facebook, and that could just be Google+. While Google+ doesn’t have nearly the number of members that Facebook does, their ratings have increased over time in the American Customer Satisfaction Index survey, and it appears to be because they offer exactly what consumers feel that Facebook is lacking: a great customer experience. While Facebook has the staggering user base of 800 million, Google+ is free of traditional advertising and, consumers feel, has a better mobile product. Some feel that these advantages, mixed with growing frustration with Facebook’s constantly-changing user interface (changes that increasingly seem to be solely aimed at driving revenue), may just cause a shift at some point, where we will see Facebook users jumping ship for a social media site, like Google+, that provide the critical components that Facebook has apparently abandoned.
But still, the one thing that social media sites such as Google+ don’t have is Facebook’s numbers. With Facebook dominating other social media sites with their staggering user base, others say that it just doesn’t matter how much they’ve started to suck, people will gravitate to wherever everyone else is. And right now, that is Facebook. Some feel that this new consumer information is a sign that Facebook is weakening, others feel we have at least a few more years with Facebook as social media king. There is no doubt that, after going public this year, Facebook has a lot at stake. Will they take this newest data as a sign that they need to turn their focus on customer experience, or will they continue on the course they are currently taking? One thing is clear, that single decision could determine to their longevity.
But what about all of your friends who are on Facebook? How can you leave them behind? You don’t have to – you can invite them over to Google+ – we tell you how in our article all about Google+!
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