Facebook is the social media king which boasts the largest user base online. While that remains a fact, an increasingly large number of Facebook fans are becoming annoyed with the social network’s privacy policies. This has now been reflected in the American Customer Satisfaction Index (ACSI).
ACSI has released its latest report this week which features 20 companies, including Facebook and Google+. In terms of customer satisfaction, Facebook seems to be on a steady decline. Last year, it had scored 66 out of 100, which in itself is not good at all. And this year, this score has further dropped to 61 out of 100.
The main reasons cited by the users surveyed by ACSI were that Facebook’s Timeline feature was annoying whereas its ads and privacy policies were no good either. Moreover, Facebook’s mobile apps are also not up to the mark in terms of quality.
On the other hand, what is rather surprising is that Google+ has been gaining in terms of customer satisfaction. This year, it has scored a whopping 78 out of 100, which puts it well ahead of Facebook. And although Google+ may boast a small user base, it still is making its users more happy which in the long-run can make it a success.
According to the ACSI report, “If Google+ continues to attract users at an aggressive pace, Facebook will run the risk of losing its main competitive advantage over time.” Google+ fairly beat most of its contemporaries in the social media realm with Twitter scoring 64, LinkedIn scoring 63 and Pinterest getting a 69 out of 100.
Google also lead the charge on the web search front by scoring 82 out of 100 for its search engine, which closely beat Bing’s score of 81.
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