Google+ Tops Customer Satisfaction, Facebook Suffers Setback

Did we see this coming? Well the answer would be affirmative in majority of the cases. The social media giant suffered with a low score compared to the expectations on the customer satisfaction chart. The near 1yr old Google plus scored more than Facebook in the same category, in fact going past everyone and shares the top spot with none other than Wikipedia.

The survey done by the American Customer Satisfaction Index (ACSI) a couple of weeks before revels the numbers as shown to you in a screen grab from their site. As you see here
Facebook has gone to the bottom with a score of 61 which is around an 8 percent decrease from its last year count (on a scale of 100). And while the social media category itself has a score of 69 against the 70 that it kept scoring for the last 2 yrs, we see the new baby of the town and search giant' very dear Google+ getting to the top spot with a score of 78. Which makes the nearly 1yr old player the fastest to the top and a shared position with Wikipedia. Google plus as we all know has been dubbed as a ghost town on numerous occasions but it seems they are doing well as far as the pleasing the user on board is concerned. Considering Facebook still has the unchallenged 800Mn user base while Google plus although picking up very fast since its introduction last September, this numbers and rankings from ACSI report must have some as a shocker at this time for Mark Z and co. specially as they are still not able to recover from the drubbing they are receiving from Wall Street. Social Media' overall score of 69 wasn't as impressive considering the type of players involved and the amount of user base currently carrying the category with them.

These rankings were released by ACSI in partnership with analytic company ForeSee. As per them it seems Google Plus is scoring in market on all the key areas that Facebook seems to be faltering on off late. The areas particularly of interest were advertising, privacy issues and mobile experience.

Facebook' traditional advertising has received negative reactions from the crowd, while quite a few still treat the platform as useful for the advertisement areas. Google plus n the other hand as not yet played full cards but they seems to be not interested in this area of marketing. Though we can always trust the search giant to bring up a surprise or two. Facebook users have time and again raised issues on the privacy concerns, while Google plus keeps in mind this area and seems to be doing good as far as user's reaction are concerned. Google plus also seems to be winning hearts as far as the UX is concerned both on web and mobile while Facebook' users have complained majorly on the introduction of Timeline feature, especially when that was forced on users with no way to go back.

"Facebook and Google+ are competing on two critical fronts: customer experience and market penetration. Google+ handily wins the former, and Facebook handily wins the latter, for now," Larry Freed, ForeSee's president and CEO, said in a statement. "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." 

Another thing to note may be is that the scores that other players have. Although Twitter and LinkedIn are ahead in numbers from Facebook, they weren't to ahead. Pinterest seems to be making ground quickly with a near 70 score and is someone Google would be able to have a corner eye view of.

What do you think made Facebook falter while the ghost town still in its infancy is flying high? Let us know in the comments!!