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Facebook Flop? We Think Not…

Posted on 7.19.2010

According to the American Customer Satisfaction Index (ACSI) E-Business Report, consumers don’t like Facebook (you could have fooled us).

The premier social destination scored 64 on the ACSI’s 100-point scale putting its satisfaction even lower than IRS e-filers and in the bottom 5% of all measured private sector companies right alongside airlines and cable companies.

“Facebook is a phenomenal success, so we were not expecting to see it score so poorly with consumers,” said Larry Freed, president and CEO of ForeSee Results. “At the same time, our research shows that privacy concerns, frequent changes to the website, and commercialization and advertising adversely affect the consumer experience. Compare that to Wikipedia, which is a non-profit that has had the same user interface for years, and it’s clear that while innovation is critical, sometimes consumers prefer evolution to revolution.”

The ACSI is an economic indicator based on modeling of customer evaluations (provided in part we assume by ForeSee Results) of the quality of goods and services purchased in the US and produced by both domestic and foreign firms with substantial U.S. market shares.

What do Website magazine readers think? Is Facebook satisfying or is the ACSI report a flop? Let us know by sharing your comments.

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