The 2010 American Customer Survey Index conducted by ForeSee Results gave Facebook 64 out of 100 points in a customer satisfaction survey; that’s lower than any other business in its category. However, it’s not at the bottom of the social media heap; MySpace received one point less.
ForeSee Results CEO Larry Freed says that “privacy concerns, frequent changes to the website, and commercialization and advertising” are responsible for the low rating. Those reasons for dissatisfaction mirror the ones revealed in previous surveys.
By contrast, Google (
) received a score of 80 (though that’s 7 points lower than last year’s score), Bing (
) and Wikipedia () managed a 77, Yahoo (
) pulled a 76 and YouTube () landed at 73. Facebook () also received a lower rating than any of the major news websites, which were led by FOXNews.com at 82. MSNBC.com and CNN.com trailed behind at 74 and 73 respectively.We’d love to see what Twitter (
)’s score would be, but the survey excluded Twitter because so many of its users experience it through third party applications, making it difficult to judge how much their perceptions reflect Twitter itself.
