Google+ outpaces Facebook in customer satisfaction
Facebook may be the big dog on block, but Google+ makes users a lot happier
Computerworld - Facebook may be the biggest social network in the world, but rival Google+ wins when it comes to user satisfaction.
Facebook users have become increasingly unsatisfied, according to a report from the American Customer Satisfaction Index (ACSI), which worked on the survey in conjunction with ForeSee, a customer experience analytics firm. Actually, Facebook's user satisfaction dropped 8% over the last year to record a 61 on a 100-point scale.
The report also noted that Facebook is not just the lowest-scoring social network, it also set a new record-low score for the social media category.
And as Facebook struggles with customer satisfaction, one-year-old rival Google+ made its first appearance in the survey, scoring a 78 out of 100.
"Facebook and Google+ are competing on two critical fronts: customer experience and market penetration," Larry Freed, president and CEO of ForeSee, said in a written statement. "Google+ handily wins the former, and Facebook handily wins the latter, for now."
The question, he added, is how much customer satisfaction matters for Facebook, since it so heavily dominates the social networking world with 800 million users worldwide. "But I expect Google to leverage its multiple properties and mobile capabilities to attract users at a rapid pace," said Freed. "If Facebook doesn't feel the pressure to improve customer satisfaction now, that may soon change."
Ezra Gottheil, an analyst with Technology Business Research, said he's not surprised that Google+, after being around just one year, earned better customer satisfaction ratings than Facebook.
"I would say that Google+ users are much more self-selected," he added. "For most people, Facebook is kind of a requirement, whether you like its style or not. You stay with Google+ because you like its style."
Basically, people use Google+ because they like its features, while some use Facebook simply because they see it as the best way to connect with friends and family. "I think some are outgrowing [Facebook], others are getting over their early infatuation, some are growing bored, and an increasing percentage are members out of necessity, because other people expect it, or they need it for some special offer or discount," said Gottheil. "
According to the report, the entire social media category slipped 1.4% to 69 this past year.
The category also has expanded over the past year.
Google+ isn't the only social network being rated for the first time this year. According to the report, the same goes for Pinterest, which scored a 69, LinkedIn, which had a 63, and Twitter, which garnered a 64. ACSI noted that LinkedIn and Twitter are considered low scorers.
Wikipedia tied Google+ at 78 to lead the category for a third straight year. Google-owned YouTube slipped a point to score 73.
Sharon Gaudin covers the Internet and Web 2.0, emerging technologies, and desktop and laptop chips for Computerworld. Follow Sharon on Twitter at @sgaudin, on Google+ or subscribe to Sharon's RSS feed . Her email address is email@example.com.
- Google+ popularity jumps with 540M monthly users
- Getting around Google+: 25 tips and tricks for power users
- Getting around Google+: Expand your circles -- and your influence
- Getting around Google+: A guide to the basics
- Google+ updates mobile apps for iPhone, Android
- 500K users flee dead-RSS-walking Google Reader for Feedly
- Petitions plead for Google Reader's life, collect 100K signatures
- In Google+ hangout, astronauts talk tech, Isaac Newton and Twitter
- Obama talks about math, online privacy and an open Internet in Google+ hangout
- Google+ suffers outage Friday morning
Read more about Social Media in Computerworld's Social Media Topic Center.
- Why Projects Fail CIOs are expected to deliver more projects that transform business, and do so on time, on budget and with limited resources.
- The New Business Case for Video Conferencing: 7 Real-World Benefits Beyond Cost-Savings This whitepaper provides insight into the value of video conferencing in today's business environment, and how organizations are using visual collaboration to find...
- Gartner Magic Quadrant for Client Management Tools The client management tool market is maturing and evolving to adapt to consumerization, desktop virtualization, and an ongoing need to improve efficiency.
- Audit Ready and Asset Optimized: The Solid Promise of an Intelligent Software Asset Management Solution In this paper Frost & Sullivan examines the benefits of enterprise-grade Software Asset Management solutions, and how these solutions serve as the convergence...
- LIVE EVENT: 5/7, The End of Data Protection As We Know It. Introducing a Next Generation Data Protection Architecture. Traditional backup is going away, but where does this leave end-users?
- On-demand webinar: "Mobility Mayhem: Balancing BYOD with Enterprise Security" Check out this on-demand webinar to hear Sophos senior security expert John Shier deep dive into how BYOD impacts your enterprise security strategy... All Social Media White Papers | Webcasts