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A new report shows that customers are not that happy
with Facebook and MySpace also showed that social media was ranked lower
than property & casualty insurance. Also not a surprise that airlines
were lower in customer satisfaction than social media. The 2010 American Customer
Satisfaction Index (ACSI) was produced in partnership with ForeSee
Results is described in the Annual E-Business Report. ACSI scores for Wikipedia
topped the Social Media score with a 77, followed by YouTube (Google) 73,
Facebook 64, and MySpace 63. IRS scored a 65. Not a surprise that
the primary reasons for low rankings for Facebook were: "privacy and security
concerns, the technology that controls the news feeds, advertising, the
constant and unpredictable interface changes, spam, navigation troubles,
annoying applications with constant notifications, and functionality, to name a
few." Interesting customer results at a time with Facebook announced that it
had 500 million users and Mark Zuckerberg is sued over an ownership claim!
Facebook a Utility?
In a recent interview on National
Public Radio (NPR) Facebook CEO and founder Mark Zuckerberg described his company as a utility
for its subscribers "....When I say utility, I mean we are trying to provide
people with utility,...Our goal was never to build something cool. It was to
build something useful." As part of this interview it was pointed out that
Facebook has the largest private database of personal information in the world.
When pressed about why Facebook wouldn't disclose the contents of the database,
Zuckerberg responded that people would no longer trust Facebook if the database
was disclosed. So if Facebook is a utility used by 500 million people, why is
it not regulated?
A new report shows that customers are not that happy with Facebook and MySpace also showed that social