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Facebook scores a D


The American Customer Satisfaction Index just came out with a study on Facebook-user satisfaction.  The American people have spoken…Facebook received a score of  64 (out of 100).

Facebook received a D, despite having a community of (officially) 500M users (equal to the entire population of the USA – roughly 300M, plus France, Italy, South Africa AND Australia). That’s a LOT of people…

“Facebook is a phenomenal success, so we were not expecting to see it score so poorly with consumers,” said Larry Freed, president and CEO of ForeSee Results. “At the same time, our research shows that privacy concerns, frequent changes to the website, and commercialization and advertising adversely affect the consumer experience. Compare that to Wikipedia, which is a non-profit that has had the same user interface for years, and it’s clear that while innovation is critical, sometimes consumers prefer evolution to revolution.”

If so many people are truly dissatisfied with the site, why do people keep joining?

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