The ASCI ( American Customer Satisfaction Index) is now out for social media sites, featuring Google+ for the first time, and there is a bit of a surprise. Google+ had a fantastic debut coming first, beating all other social networks for satisfaction. The second suprise is that Facebook, the world’s most popular social network, came in last.
The Satisfaction Results
And the scores look like this…
On a scale from 0-100, 100 would be perfection with 0 being obviously the worst you could receive. Google+ came in at 78, which may not be perfect, but it’s the highest score on there. This was much better than Twitter however which received a score of 64 and linkedin which received a score of 63. At the bottom of this pile was Facebook with an overall score of 61 points.
Google+ tied with Wikipedia, which was measured as social within the social media category, but is not a social network. Google’s Youtube came in second with a score of 73 points. Another slight surprise is that Pinterest, which was rated for the first time this year, beat all of the big players such as Facebook and Twitter with a score of 69 points.
So What’s Causing The Disappointment With Facebook?
Not only was Facebook last this year but the social networking site dropped by five points, so the biggest question is, what’s causing people to become to unsatisfied? Here’s what the ACSI had to say:
The Introduction Of The Timeline Feature
The new timeline interface which was released fully in September of last year has very much changed the look and feel of Facebook and the public do not tend to like the changes that Facebook keep making, however I actually think this new design look’s quite nice. However I can understand some people’s frustration because as soon as you get used to one look and feel Facebook will change again, which can become quite irritating. When the public where specifically asked what they disliked the most about Facebook many of them mentioned the timeline. So maybe it’s time for Facebook to rethink and get rid of this timeline?
The Irrelevant and Repetitive Ad’s
One fifth on Facebook Users (around 19%) say that the ad’s on Facebook interfere with their experience on the site, however you can get rid of some of these by downloading adblocking software, such as adblock pro. When the people were asked what the disliked the most about Facebook advertising was frequently complained about.
The Concerns About Privacy
When people were asked to rate Facebook’s commitment to protecting their privacy, around half of the surveyed people rated Facebook as poor (which is 5 and below on a 10 point scale).
No Timeline, No Ad’s, No Privacy Worries and Good Mobile Support, All helped Google+
Not surprisingly at all, the things that people hated about Facebook were things that people loved about Facebook, with better privacy,no repetitive ads and a fantastic mobile experience. In a survey that was carried out by ACSI here is what was found:
Google’s Superiority In Privacy
The People out there clearly think that Google+ is superior when it comes down to privacy matters with 42% of Google+ users rating the sites privacy as excellent (9 or 10 on a 10-point scale). Along with this only 18% of Facebook users rated Facebook’s commitment to privacy as excellent, which is much much lower.
Google+ Has No Traditional Ad’s
While Google+ allows their new users to customize Google offers, Google+ does not yet have traditional banned and search ad’s. Along with this there was an article printed in WebProNews on June 19th which stated there will be no ad’s any time soon, which will please the Google+ users out there.
Google’s Better Mobile Experience
Although I think that Facebook’s mobile experience has gotten much better over the past year or so, many people are still very impressed by what Google+ had to offer. Google fully integrated Google+ into its mobile apps and mobile functionalities, which provides a much better experience.
The ad’s will come eventually however and it will be very interesting to see just what people think when that day arrives and whether Google+ scores will be affected. Along with this although a large amount of people complained about Facebook’s privacy issues there has been no type of mass movement from Facebook to Google+. This should come as no surprise however as people very often express their issues about things but keep using their services. If you have an opinion on any of this and want to share it with us please don’t hesitate to comment below.