Yahoo is up, Google is down, Bing is in the mix and on average Facebook isn’t trusted. At least, if you believe the numbers based on American Consumer Satisfaction Index (ACSI), which tracks general consumer satisfaction levels with websites. This was the first time social media was included in the survey.
What was found on average, was that social media platforms returned an average rating of 7/10, a fair step below portals and search engines and news and information sites.
The survey looked at Wikipedia, YouTube, Facebook, MySpace and “all others.” Twitter wasn’t included apparently because so much of Twitter’s access comes from third party clients. As mentioned the category average was 70. Facebook scored a 64, while YouTube scored a 73. The generic “all others” received a 72 mysteriously.
In the laundry list of complaints about Facebook, privacy and security were prominent concerns. Also included in the mix, but not limited too were, advertising, the constant and unpredictable interface changes, spam, annoying applications with constant notifications, and functionality. Age was a variable in the equation, as it was found that older people rated Facebook lower, while the younger, more prevalent population of the website listed less concern. As of late however, the largest growing segment on Facebook is an older generation, so according to the numbers, Facebook may want to take a look at how the ship is being steered.
The ACSI numbers aren’t concrete in the sense that they can make, or break businesses, they have however proven to be a metric worth considering. The report in it’s entirety, is an all encompassing baseline which can possibly identify improvements which can be made for your consumers.