News & Information for Technology Purchasers NewsFactor Sites:     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Vblock™ Systems:
Advanced converged infrastructure
increases productivity & lowers costs.
World Wide Web
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Users Dislike Facebook
Users Dislike Facebook's Constant Changes

By Adam Dickter
July 18, 2012 2:47PM

    Bookmark and Share
Maybe customer satisfaction doesn't matter for Facebook, given its unrivaled user-base. But, as one analyst points out, "If Facebook doesn't feel the pressure to improve customer satisfaction now, that may soon change." As the now-public company struggles to stabilize its stock price, the griping level can't be dismissed quite so easily.

The bad news for Facebook is that lots of users are unhappy with the world's biggest social network. The good news? No one will ask for their money back.

The annual e-business report for the American Consumer Satisfaction Index found that the Mark Zuckerberg-founded site faced the biggest decline of measured companies, with an 8 percent drop from last year. Facebook is now rated at 61 on a 100-point scale. That's a record low for Facebook, placing it as one of the bottom five companies in consumer satisfaction, among 230 measured.

The survey by the Ann Arbor, Michigan-based ACSI was conducted with customer experience analytics firm ForeSee.

Jeers for Timeline

The dissatisfaction seems to stem from Facebook's Timeline feature, which is being phased in to all user profiles. Timeline is intended to make pages seem more like a curriculum vitae and spur people to reminisce about older updates and photos. Indeed, the ACSI report concluded that, "the most frequent complaints about Facebook are changes to its user interface, most recently the introduction of the Timeline feature."

Adding insult to Facebook's injury, Google+, the fledgling rival network, scored 78 percent in satisfaction for its rookie year in the survey, which was based on interviews with 70,000 consumers. That result was attributed to an absence of traditional advertising and what is seen as a superior mobile product.

"Facebook and Google+ are competing on two critical fronts: customer experience and market penetration," said Larry Freed, President and CEO of ForeSee. "Google+ handily wins the former [market penetration], and Facebook handily wins the latter [customer experience], for now."

Pinterest (69), LinkedIn (63), and (64) all scored higher than Facebook, and YouTube fared much better, with a 73 rating.

Wikipedia tied Google+ at 78, the third straight year it showed the happiest users.

Griping about changes has become a part of Facebook's culture, but so far the company hasn't seen any shift in its 800 million-plus user accounts. Perhaps the lack of drop-off is due to the fact that the service is free and dissatisfied users can simply log off and not return, rather than calling up to demand a refund and close their accounts.

But as the now-public company struggles to stabilize its stock price with revenue enhancements, the griping level can't easily be dismissed.

Afraid To Leave?

"Customer satisfaction always matters," said digital media expert Rebecca Lieb of the Altimeter Group. "Facebook's advantage in retaining users isn't because it's free, but because its user base is so vast. Leave Facebook and you leave your friends and network behind."

Foresee's CEO Larry Freed said, "It's worth asking how much customer satisfaction matters for Facebook, given its unrivaled 800 million-user base. But I expect Google to leverage its multiple properties and mobile capabilities to attract users at a rapid pace. If Facebook doesn't feel the pressure to improve customer satisfaction now, that may soon change."

Facebook isn't alone in taking a popularity nose-dive. The expanded social media category overall is down 1.4 percent to 69.

Consumers weren't as thrilled with their search portals as last year, either: The overall category dropped 1.3 percent, but still tops the e-business sector by a large margin at 79.

Among search portals, Google grabbed the highest rating for satisfication with 82, closely followed by Microsoft's Bing (81), (80) and Microsoft's MSN (78), Yahoo! (78), and AOL (74).

Tell Us What You Think


Denise Brinkley:

Posted: 2012-07-19 @ 7:12pm PT
I can't upload photos from my basic feature phone anymore....the new comment edit button needs to be worked on because it's just like a delete button, which we already had. I LIKE THE TIMELINE FEATURE!


Posted: 2012-07-19 @ 3:28pm PT
I think real communication is always tough on such a public network and with no privacy, makes it harder than ever to really change, try new things. Of course, can always just get a private network such as with Odysen. Invite whomever is appropriate for your group and you don't have to worry about all the extra hassles. Use for sharing different types of content or as a general reference tool of your favorite websites or news feeds.

Max G.:

Posted: 2012-07-19 @ 12:30am PT
As much as Facebook annoys me, and it does on many levels, there are mostly complete strangers on Google+ who NEVER respond to anything I put up even though I respond to others. The only people who EVER respond to me on G+ are the people I've known for years on FB and Twitter.

There are lots of people on G+ who just put up photos and videos. Anyway, I just find G+ to be a snooze. And I find Google to be a horribly invasive company and they get worse and worse. I'm offended by Google offering me the option to share photos sent to me in emails. They just keep pushing it, and pushing it. I now use other search engines to keep Google out of my business (just a bit) and I honestly can't see trading FB for G+.

Well, don't know what I'm babbling about; all of these companies push the envelope way too far.

APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.

 World Wide Web
1.   'Like' Cheerios, Give Up Right To Sue
2.   Heartbleed Could Cost Millions
3.   Google Earnings, Sales Disappoint
4.   Tech Giant Alibaba Plans U.S. IPO
5.   Google Street View Unravels CAPTCHAs

Heartbleed Could Cost Millions
But it could have been prevented.
Average Rating:
Don't Reset Passwords for Heartbleed?
Added caution needed to ensure security.
Average Rating:
Internet Devices Lure Hackers
Mundane devices end up in online crime.
Average Rating:


 Random Bytes
Annual Webby Nominees Announced Tech Giant Alibaba Plans U.S. IPO
Google Glass One-Day Sale on Apr 15 Report: Many Users Never Tweet
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Michaels Says Nearly 3M Credit, Debit Cards Breached
Arts and crafts retail giant Michaels Stores has confirmed that a data breach at its POS terminals from May 2013 to Jan. 2014 may have exposed nearly 3 million customer credit and debit cards.
Heartbleed Could Cost Millions, Could Have Been Prevented
Early estimates of Heartbleed’s cost to enterprises are running in the millions. The reason: revoking all the SSL certificates the bug leaked will come at a very hefty price.
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
Google Glass Finds a Home in Medical Education, Practice
Google Glass may find its first markets in verticals in which hands-free access to data is a boon. Medicine is among the most prominent of those, as seen in a number of Glass experiments under way.

Mobile Technology Spotlight
Google Releases Chrome Remote Desktop App for Android
You're out on a sales call, and use your Android mobile device to grab a file you have back at the office on your desktop. That's a bit easier now with Google's Chrome Remote Desktop app for Android.
Amazon 3D Smartphone Pics Leaked
E-commerce giant Amazon is reportedly set to launch a smartphone after years of development. Photos of the phone, which may feature a unique 3D interface, were leaked by tech pub BGR.
Zebra Tech Buys Motorola Enterprise for $3.45B
Weeks after Lenovo bought Motorola Mobility’s assets from Google for $2.91 billion, Zebra Technologies is throwing down $3.45 billion for Motorola’s Enterprise business in an all-cash deal.

NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.