Google+ trumps Facebook in customer satisfaction –report

Google+ is still a long way off from matching Facebook in terms of number of users, but it can at least claim an advantage in terms of user satisfaction.

 

Tech site CNET cited results of a customer satisfaction index by ForeSee showing Google+ had a customer satisfaction score of 78, compared to Facebook's 61.

 

CNET said the numbers released from the American Customer Satisfaction Index indicated Facebook's 61 score - on a 100-point scale - was an eight-percent drop, while Google+ was making its debut in the index.

 

"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," ForeSee president and CEO Larry Freed said.

 

"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," he added.

 

While Google+ claims to have 90 million users as of January, Facebook presently boasts of more than 800 million users.

 

CNET quoted the study as saying Google+ is doing well because it does not have traditional advertising, has more focus on privacy, and provides a better mobile experience.

 

In contrast, Facebook users complain about ads and privacy concerns - as well as the latest feature, the Timeline.

 

CNET said a Facebook spokesperson, when asked for comment, kept mum on the report's notes on the specific customer complaints.

 

"We care deeply about the experience people have on Facebook and that's why we're so focused on building and improving the products we offer. 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.

 

Other social sites

 

Other social media sites ranked in the index got higher scores than Facebook.

 

Wikipedia was tied with Google+ at 78, YouTube got 73, Pinterest got 69, Twitter got 64 and LinkedIn got 63.

 

Search engine

 

The index placed Google on top of the search engine list with a score of 82. Bing and Ask.com got 81 and 80 respectively.

 

"Google is to search what iPad is to the tablet market. Its name is synonymous with the category, and it still dominates 65 percent of searches in the U.S. Bing is doing all the right things to be a player in search, but the problem is that Google users are generally satisfied and have little reason to go elsewhere," Freed said.

 

For news sites, FoxNews.com has the highest rating for customer satisfaction at 84, up by two percent from last year.

 

ABCNews.com got a score of 76, the NYTimes.com got 74 and the HuffingtonPost.com got 69. — TJD, GMA News