Facebook Flops in ACSI E-Business Report
Despite being the most popular website in the U.S., consumers don’t like Facebook, according to the 2010 American Customer Satisfaction Index (ACSI) E-Business Report, produced in partnership with ForeSee Results.
Facebook scored 64 on the ACSI’s 100-point scale, which puts consumers’ satisfaction level with the social media site even lower than IRS e-filers, according to the report, and in the same range as airlines and cable companies, two perennially low-scoring industries.
Social media websites were measured for the first time by ACSI, and the category included Facebook, MySpace, Wikipedia and YouTube. Twitter wasn't included in the social media category, the report said, because a disproportionate number of users access Twitter through third-party applications rather than through its website. Wikipedia led the social media category with a score of 77, followed by YouTube (73), Facebook (64) and MySpace (63).
Google plunged seven points, falling to the second spot in the portal and search engine industry with a score of 80. It's the second time that Google ceded its top spot, the report said, as the “all others” category of search engine competitors jumped five points to 82. Microsoft’s Bing scored 77, trailed by Yahoo (76), AOL (74) and Ask.com (73).