Facebook Improves in ACSI’s Latest E-Business Report, Still Trails Other Social Networks

By David Cohen 

ACSISocialMedia2014Chart650The American Customer Satisfaction Index released its latest E-Business Report Tuesday, and it contained good news and bad news for Facebook.

Facebook saw its score rise 8 percent versus the 2013 report, to a 67 from a 62. However, the 67 still placed it in a tie with LinkedIn at the bottom of the list, well behind leader Pinterest, which posted a score of 76.

The ACSI first began tracking Facebook in 2010, when it scored a 64. The social network edged upward to a 66 in 2011, then plunged to a 61 in 2012 before a slight uptick to 62 last year.

The ACSI said in a press release announcing its new report:

Both Facebook and LinkedIn register higher satisfaction this year, but according to their own users, these sites are still the worst in the industry. Facebook gains 8 percent to 67, but the rise in satisfaction precedes the news that the social networking giant manipulated the News Feeds of half a million users as part of a psychological experiment. LinkedIn also jumps 8 percent to an ACSI score of 67 — the site’s highest to date — but continues to lag all except Facebook. Twitter reaches a new high, as well, up 6 percent to 69, as users respond positively to its updated site design and enhanced integration of photos and videos.

ACSI Director David VanAmburg added:

Advertising continues to be a drag on the social media customer experience, but it is hard to tell if consumers are getting used to the advertising, or if these companies have been able to offset disruption with tweaks to the rest of the experience. I’m surprised at the movement at the bottom of the industry, but it remains to be seen if these scores can hold as social media continues to monetize its users.

Readers: Did any of the results in the ACSI’s E-Business Report surprise you?