Despite being the most popular website in the U.S., customer satisfaction with Facebook is pretty poor, according to the 2011 American Customer Satisfaction Index (ACSI) E-Business Report, produced in partnership with ForeSee Results.
Despite a small improvement this year, Facebook (up three points to 66 on the ACSI's 100-point scale) is the lowest-scoring site, not only in the social media category but of all measured companies in the report.
The ACSI survey was conducted last month, before the widespread introduction of Facebook’s biggest competitor, Google+. Facebook’s low score indicates that Google+ could easily pounce and gain market share if it can provide a superior customer experience.
The ACSI E-Business Report covers three categories of the e-business sector: social media, portals and search engines, and online news. This is the 12th annual report of its kind, allowing companies and analysts to track the performance of organizations over time by a critical metric — customer satisfaction.
As for search engines and portals, Google led the category with a score of 83, but Bing followed closely behind at 82 on the strength of a seven point year-over-year increase. (Anything over 80 is generally considered an excellent score.) Bing now accounts for 17 percent of the search engine market, up from 9 percent last year.