FutureFive NZ - Facebook fails in customer satisfaction

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Facebook fails in customer satisfaction

When it comes to customer satisfaction, Facebook is the pits, says a newly released white paper.

The white paper, released by ForeSee Results, says that Facebook, despite being among the most visited websites in the world, had an abysmal customer satisfaction rating, lower even than the rating achieved by US tax collection bureau, the IRS.

Facebook scored 64 on a 100 point scale, putting the social networking site in the bottom 5% of all measured private sector companies, and on a similar level to other low scoring industries such as airlines and cable companies.

"Facebook is a phenomenal success, so we were not expecting to see it score so poorly with consumers," said Larry Freed, president and CEO of ForeSee Results. 

"At the same time, our research shows that privacy concerns, frequent changes to the website, and commercialization and advertising adversely affect the consumer experience. Compare that to Wikipedia, which is a non-profit that has had the same user interface for years, and it's clear that while innovation is critical, sometimes consumers prefer evolution to revolution."

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