Facebook ranks low in satisfaction, but it's 'clearly king right now'

Chicago Tribune | American Customer Satisfaction Index

Overall customer satisfaction with social media sites is unchanged from last year at an aggregate score of 70 out of 100, according to a just-released report from the American Customer Satisfaction Index (ACSI) and ForeSee Results. (Eighty and above is considered excellent.) Facebook was the lowest-scoring social media site measured individually in the latest report with a score of 66, up 2 points from 2010. ACSI and ForeSee points out in a release that the low customer satisfaction for Facebook opens the door for Google+. Social media is a low-scoring category when compared with other industries, with just three categories -- airlines, cable TV and print newspapers -- ranking lower.

  • Jim Romenesko

    From 1999 to 2011, Jim Romenesko maintained the Romenesko page for the Poynter Institute, a Florida-based non-profit school for journalists. Poynter hired him in August of 1999, after seeing his MediaGossip.com, a hobby site he started in May of 1999.


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