Users Satisfaction: Google+ Winning, Facebook Losing
Facebook and Google+ are competing head-to-head on two very important categories, namely, market penetration and customer experience.
There's a new report by the American Customer Satisfaction Index (ACSI) that Google is currently winning on both ends, based on their survey.
According to their report, Google+ social networking service tops the chart at 78 percent customer satisfaction rating, whereas Facebook's reputation for customer satisfaction rating slips to just only 61 percent.
That same report states that Google+ advantage over Facebook is that it does not have traditional advertising, has more focus on users' privacy, and provides a better mobile experience. On the other hand, Facebook users complain about the presence of advertisements and are concerned about privacy, especially after the Sponsored Stories controversy.
A spokesperson for Facebook said the company cares about customer satisfaction, but opted not to comment about specific points in the customer complaints. "Giving people the means to interact with the people when they want, where they want and how they want is the most meaningful way for us to make our relationship with people even stronger," the spokesperson said in a statement.
The American Customer Satisfaction Index measures customer satisfaction ratings of 230 companies and social media companies are among the lowest rated companies. Social media's overall rating of 69 percent can only beat airlines, subscription television service, and newspapers.
The ranking was released in partnership with analytics company ForeSee, which determined that Google+ hits all the notes that Facebook misses.
Mark Zuckerberg of Facebook may not be very happy to hear and read about this latest index, while Sergey Brin and Larry Page of Google must be very ecstatic to learn about this new survey.