Low Customer Satisfaction for Facebook, Bing Gains, Opens Door for Google+, Study

According to the 2011 American Customer Satisfaction Index (ACSI) E-Business Report, Facebook (+3% to 66) is the lowest-scoring site, not only in the social media category, but of all measured companies in this report. On the other hand, Google, Bing and the entire "Internet Search Engines & Portals" category seems to have done well. In […]

According to the 2011 American Customer Satisfaction Index (ACSI) E-Business Report, Facebook (+3% to 66) is the lowest-scoring site, not only in the social media category, but of all measured companies in this report. On the other hand, Google, Bing and the entire "Internet Search Engines & Portals" category seems to have done well. In particular Bing and Ask improved significantly over last year.

"The survey was conducted last month, before the widespread introduction of Facebook's biggest competitor, Google+, but Facebook's low score indicates that Google+ could easily pounce and gain market share if they can provide a superior customer experience," stated Foresee Results.

The social network actually gained three points in this year's survey. Overall, social media is one of the lowest-scoring industries. Wikipedia (+1% to 78) takes the top spot, while YouTube (+1% to 74) comes second. However, according to Foresee Results:

Facebook continues to register as one of the lowest-scoring companies measured by the ACSI. To put this in perspective, only 14 other sites of the 226 private-sector companies measured by the ACSI have scores that tie or fall below Facebook's, meaning Facebook is in the bottom 6% of the whole ACSI. The companies that tend to score below Facebook are mostly airlines, cable companies, and a few electric utilities.

"Google leads the search engine and portals category (up 4% to 83), but Bing follows closely, jumping an impressive 7% in one year to 82. Bing has grown in market share over the last year and makes up roughly 17% of the search engine market, up from 9% last year. Anything over 80 is generally considered an excellent score," adds Forsee Results.


Source: ForeSee Results; NM=not measured

"While Google+ is the challenger to Facebook's established dominance in the social media sphere, in the search engine wars, Google is king and Bing is hoping to be a contender," added Freed. "Last year, Google's customer satisfaction score was three points higher than Bing's. This year, that gap narrows to one point. Bing is showing it can challenge Google in terms of revenue, market share, and the customer experience."

[Source: Forsee Results]