NEW YORK (MainStreet) — Facebook may have more than 750 million users, but as one study shows, many don’t actually enjoy using the site all that much.
The hugely successful social networking site ranked worst among major websites for customer service experience this year, according to an analysis of the American Customer Satisfaction Index by Foresee Results, a market research consulting group.
Facebook earned a score of 66 out of 100 for customer service, falling 10 points or more behind popular sites such as NYTimes.com, Wikipedia and perhaps most importantly, Google, which earned a score of 83 for its search engine.
The report, which is based on data from surveys of about 70,000 Internet users, preceded the launch of Google+, the company’s social network, but as Foresee notes in the report, the difference in customer satisfaction could prove a significant factor in Google’s ability to compete with Facebook in the social networking space.
“We don’t know yet how Google+ will fare, but what we do know is that Google is one of the highest-scoring companies in the ACSI and Facebook is one of the lowest,” said Larry Freed, president and CEO of ForeSee Results. “An existing dominance of market share like Facebook has is no longer a safety net for a company that is not providing a superior customer experience.”
The report does not break down factors behind Facebook’s poor customer experience rating, but over the years, users have complained about everything privacy issues on the site to overly complicated settings options that make it difficult to customize the social network to your liking.
The silver lining for Facebook, though, is that its customer experience rating did tick up three points from last year, perhaps showing that the site is getting better at pleasing its users. But Facebook may need to do better than that if it wants to fend off competition from the many other social networks on the Web.