Facebook: As fun as doing your taxes

July 22, 2010

It's no secret that although I use it, I'm not big fan of the social media site that I like to call FaceySpace. Its goofy games and contrived intimacy of "friends" I don't know tend to annoy me.

Well, it now appears that I have company in my antipathy toward Facebook.

The American Customer Satisfaction Index (ACSI) E-Business Report, produced in partnership with ForeSee Results, found that on a 100-point scale, Facebook got just 64.

 That ranking puts Facebook in the bottom 5 percent of all measured private sector companies. It's in the same range as airlines and cable companies, two perennially low-scoring industries with terrible customer satisfaction.

Even more notable from a tax standpoint, the ACSI survey says Facebook's satisfaction is even lower than that of IRS e-filers.

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Comments
  • document verification
    16 years ago

    in today’s world, it is the job of a marketer to just delight customers, and not to satisfy them – so consumer would use the product again and again…

  • Chad Bordeaux
    16 years ago

    Yet, everyone still uses it. My guess is that people use it so much that they are intimate with the issues that cause them headaches. This is unlike a website like Amazon, which people only experience when they make a purchase. It is less likely that a little annoyance would seem as big when you only see it once every few weeks or so, as opposed to daily on Facebook.
    Another difference, is that Facebook is free. People are much more likely to take a lower level of satisfaction when there is no money cost involved.
    Which leads to another point, are Facebook users actually Facebook customers if they don’t buy anything from Facebook?

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