User Satisfaction Study: Facebook Vulnerable to Google+

Drug user satisfaction with Facebook is low adequate that the social networking site risks losing significant grocery store partake to Google+, according to a modern field of study.

Although Facebook did marginally better this twelvemonth than last, it still graded fourth-year among all the sites enclosed in the study, known as the American Customers Satisfaction Index (ACSI)/ForeSee Results E-Business Account.

Describing the Facebook exploiter know as "poor," generator Larry Freed wrote that Facebook has benefitted from "a Monopoly of sorts" in the social networking market.

Just Facebook shouldn't rest on its laurels. Despite its dominance, things could change quickly if it doesn't improve its client satisfaction, according to Freed, president and Chief executive officer of Foresee Results.

"If Google can carry forward their customer-centric ethos to Google+, Facebook could take in serious competition that has the potential to very quickly gnaw its market apportion," he wrote in a draft of the report transmitted to IDG News show Table service.

Freed noted that Facebook exaggerated its customer satisfaction rack up from 64 last year to 66 this twelvemonth — proscribed of a possible 100 — a sign the company "may glucinium occupancy the right direction, albeit very lento."

"Facebook is clearly king right now, simply if anyone can knock it off its throne, it would be Google," Freed wrote.

Asked to point out on the report, Facebook said information technology takes user feedback severely and that information technology strives to make over a "simple, fast and innovative" divine service that lets people connect with friends safely.

"More than half of our users visit Facebook day-to-day, and we'ray perpetually enhancing our products to fling people the scoop possible experience," the caller said.

Google has same that Google+, which is in a limited, invitation-only trial, has active 10 one thousand thousand members. Facebook has more than 750 million members.

In Envision's E-Business subcategory of Social Media, Wikipedia ranked first with 78 points, up 1 detail from last year, followed by Google's YouTube with 74 points, also up 1 taper. Facebook scored 66, up two points, while MySpace born out of the senior because Anticipate couldn't get decent sketch responses from its users.

The go over was conducted before Google+ was launched in a minor beta run about fortnight ago, so IT was not included in the study.

In another subcategory, Search Engines and Portals, Google is in the position of the market leader feeling passion from a competitor, in that case Microsoft's Bing.

Google increased its score in this subcategory from 80 to 83, but Bing jumped from 77 to 82, an improvement Disentangled considered impressive and a house that Bing's aspirations to take a run at Google are sedate. Besides devising an improvement are Ask.com, up from 73 to 80 points; Yahoo (76 to 79 points) and Microsoft's MSN portal (75 to 78 points).

The third subcategory is News websites, led by FoxNews.com for the indorsement year in a row with 82 points. It was followed by ABCNews.com, USAToday.com, MSNBC.com, CNN.com, NYTimes.com and, in last place, HuffingtonPost.com with 69 points.

Overall, customer satisfaction with E-Business websites increased 2.6 percent to a rack up of 75.4 points in 2011 compared with worst year.

Source: https://www.pcworld.com/article/481130/user_satisfaction_study_facebook_vulnerable_to_google.html

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