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Airlines and Internet service providers are often associated with poor customer satisfaction and according to a recent survey from the American Customer Satisfaction Index (ACSI), social media companies can now be added to that list.
The annual survey found that social media ranks fourth in customer satisfaction behind airlines, subscription TV and Internet service providers (in that order).
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Looking at individual results, LinkedIn and Facebook tied for dead last with a score of 67 based on a 100-piont scale. Twitter finished two points higher at 69 followed by Google+ (71), YouTube (73) and Wikipedia (74). Pinterest had the best overall customer satisfaction score at 76 according to the survey while former social network starlet MySpace wasn't measured for the fourth year in a row.
ACSI Director David VanAmburg said advertising continues to be a drag on the social media customer experience but it is hard to tell if consumers are getting used to the advertising or if these companies have been able to offset disruption with tweaks to the rest of the experience.
It's worth pointing out that survey results came in before news broke of Facebook's massive news feed experiment in which they toyed with users' emotions as part of a psychological experiment.
It's a bit ironic that social media ranks so poorly yet so many people are obsessed with it, but I digress.
source:techspot