Google Plus vs. Facebook: The Surprising Customer Satisfaction Index Results

Rania Eldekki

July 21, 2011

Google Plus vs. Facebook: The Surprising Customer Satisfaction Index Results

google plus vs facebook

The July 2011 American Customer Satisfaction Index (ACSI) has just been released and the results are surprising to say the least. Although the report measured three different categories: social media, news sites and search engines, the social media findings were the most noteworthy, exposing social media websites as one of the lowest scoring industries in terms of weak user satisfaction.

And the most disliked social site of the year is...

The most disliked social site of the year is WHAT?!

Topping in as the most disliked social site of the year, Facebook has been revealed as the lowest scoring social media website, not just in the social media category, but out of all categories measured in the trusted ACSI report. Even though Facebook's score increased slightly since last year, the two points may not mean much at all, mainly due to the social rivalry that's currently underway, threatening Facebook's future.

ACSI founder Claes Fornell wrote, "The social media market is primed for a new player that allows users to connect with friends" and Google+ is certain to step in and satisfy in all the areas Facebook continues to disappoint.

"Facebook, which boasts approximately 500 million registered users worldwide, was the upstart to MySpace's market leader just 5 years ago, but these roles now have been reversed. Still, controversies over privacy issues, frequent changes to user interfaces, and increasing commercialization have positioned the big social networking sites at satisfaction levels well below other websites and similar to poor-performing industries like airlines and subscription TV service." -Fornell, ACSI

Google+ vs. Facebook: Who will win?

Google+ will surely have to combat Facebook in this social networking battle for domination as both websites target a similar demographic audience. Fornell believes, "For companies that provide low levels of customer satisfaction, repeat business is always a challenge unless customers lack adequate choices, as in the case of near monopolies. It is possible that Facebook's gigantic user base in and of itself might provide a certain monopoly protection." Google Plus launched after the data in this study had been collected which is why there's no scoring information available; Google, however, already has its own protection. Founded in 1998, Google has spent the past 13 years improving search experience for users across the globe providing users with a variety of popular products and services.

"The winner will ultimately be the social network that provides the better customer experience." Who are you rooting for?

Rania Eldekki

Rania Eldekki

July 21, 2011

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