Although social media websites continue to attract more users in large numbers, social media satisfaction remains low, according to a study by the American Customer Satisfaction Index, an independent national benchmark of customer satisfaction with the quality of products and services available in the U.S.
In fact, social media was the second lowest scoring among all categories covered by ACSI, finishing ahead of Internet service providers. While privacy is an issue for some users, especially for social networking sites such as Facebook and Twitter, an increase in advertising on social media is the main contributor to user dissatisfaction, ACSI says.
Pinterest is the only site in the social media category to make a substantial gain in satisfaction the index said, rising 4 percent from a year ago. “Pinterest appears to benefit from its integration with other social media – users can easily create and access accounts via Facebook and Twitter,” ACSI said in the report.
On the other hand, Google’s social media Web site, Google+, plunged in the satisfaction index by 9 percent from the previous survey. “Twitter, LinkedIn and Facebook, arguably the most well-known social networking sites, are less than stellar at creating customer satisfaction,” ACSI said. They are at the bottom of the category, as well as below almost all companies covered in ACSI.
“There is no improvement in sight; all three are virtually unchanged from a year ago,” the report said.
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