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Recent survey shows Facebook suffering from low customer satisfaction

Social media might be extremely important for companies and many users, but overall customer satisfaction is lackluster
By: Michael Hatamoto | Internet & Websites News | Posted: Jul 22, 2014 11:15 pm

Facebook and other social media services, while extremely popular, suffer from low customer satisfaction, according to a recent survey released by the American Customer Satisfaction Index (ACSI).




Overall, social media companies ranked the fourth-lowest among consumer satisfaction, only ahead of Internet service providers, subscription television companies and airline companies. Pinterest had the highest consumer satisfaction index, ranking at 76, ahead of Wikipedia (74), YouTube (73), Google+ (71), Twitter (69), LinkedIn (67) and Facebook (67). The social media category garnered an overall score of 71.


"Even with improvements across the board, e-business - and social media in particular - doesn't do well in terms of user satisfaction," said Claes Fornell, ACSI chairman, in a press statement. "It's rare to see strong growth in an industry with such low customer satisfaction. However, several of the major players seem to have realized that their long-term prospects may be in jeopardy unless they do better."


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