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Thursday, 21st July 2011

Report: Users Dissatisfied with Social Media Websites

By Africa S. Hands

From The American Customer Satisfaction Index:

One year ago, the ACSI began measuring social media websites, and the industry’s debut was not impressive. Inaugural results revealed rather weak user satisfaction. In 2010, the category earned a score of 70 on ACSI’s 0 to 100 scale. This year, not much has changed. Overall customer satisfaction stays flat at 70 and the largest sites show only slight improvement. Social media websites remain one of the lowest-scoring categories when it comes to customer satisfaction. Only airlines, subscription TV, and newspapers do worse in ACSI. User concern about privacy, including being targeted for advertising, continues to be problematic for social media websites.

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Africa S. Hands is an independent librarian with a focus on helping professionals understand and utilise social media and search engines through one-on-one tutorials and small group workshops. Africa tweets (@africahands) on resources of interest to information and higher education professionals.

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