Feature: Blogging Google

Google+ Users Happier Than Facebook Users

Author: Adi Gaskell
Published: July 17, 2012 at 6:20 am

Google+ hasn't had many good news stories in its relatively short history, but there was a glimmer of hope for the social network today when a customer satisfaction survey found that users were happier with Google+ than any other social network.

Whilst the likes of Facebook and Twitter may continue to dominate in terms of numbers and activity, Google+ has struck a blow in terms of customer satisfaction.

the users love google+
The story is perhaps a well heard one.  Whilst Facebook continues to dominate in terms of member growth and time on site, many of those members are really not very happy with the site.

So despite Google+ being labelled a ghost town earlier this year, the users that are frequenting the site do appear to be enjoying their time there.

The numbers come courtesy of the American Customer Satisfaction Index, which ranks user satisfaction with sites on a 100 point scale.  Facebook's rating came bottom of the pile, with Google+ vying for top spot with Wikipedia.

Social media companies were among the 230 companies measured by the index, and the industry consistently has the lowest-rated companies (social media's overall rating of 69 can only beat airlines, subscription television service, and newspapers).

"Facebook and Google+ are competing on two critical fronts: customer experience and market penetration. Google+ handily wins the former, and Facebook handily wins the latter, for now," Larry Freed, ForeSee's president and CEO, said in a statement. "It's worth asking how much customer satisfaction matters for Facebook, given its unrivaled 800 million user base. But I expect Google to leverage its multiple properties and mobile capabilities to attract users at a rapid pace. If Facebook doesn't feel the pressure to improve customer satisfaction now, that may soon change."

So is this a case of Google+ being perfect for the relatively small number of people that use it regularly, or are the apparent virtues of the site not being sold well enough to the disgruntled Facebook users?


About this article

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Article Author: Adi Gaskell

A writer on management issues for publications such as Professional Manager, CMI, HRM Today, Business Works and Technorati. I also cover social media for Social Media Today, DZone and Social Business News.

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