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Tuesday, Jul 20, 2010 4:21 PM UTC

Facebook fails customer satisfaction survey

Poll says social media website is abut as pleasing as filing taxes

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Topics: Facebook,

Facebook fails customer satisfaction surveyFILE -- In this August 27, 2009 file photo, the social networking site Facebook login webpage is seen on a computer screen in Ottawa, Can. A German data protection official said Wednesday, July 7, 2010, he launched legal proceedings against Facebook, which he accused of illegally accessing and saving personal data of people who don't use the social networking site. (AP Photo.The Canadian Press, Adrian Wyld, file) (Credit: AP)

The American Customer Satisfaction Index (ACSI) came out today and Facebook, everyone’s favorite social media website, scored an abysmal 64 out of 100.  How bad is that score?  A 64 puts Facebook alongside airline, tax-filing and cable company websites in terms of customer satisfaction.  Anyone with Comcast will tell you this is not good.

The numbers are surprising since Facebook is by far the most popular social network on the Internet,  approaching the 500 million mark in total users.  Everyone has one, from networking businessmen to parents wanting to stay connect to their kids. Oh yeah, and about 99 percent of all teenagers gladly waste their entire summer days udpating their status.  Facebook users spend an average of seven hours a month perusing the site.

So, why the bad rating?

Larry Freed, president and CEO of ForeSee Results, which partnered with ACSI on the survey, says, “Privacy concerns, frequent changes to the Web site, and commercialization and advertising adversely affect the consumer experience.”

But Facebook can take some solace in finishing ahead of rival Myspace — by 1 point — but it’s still light years behind Foxnews.com (82 out of 100) and Google, which scored an 80.

The ACSI was founded at the University of Michigan’s Ross School of Business, and is based on annual interviews with about 70,000 customers.

Chris Le

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Gripping photos: The people of the Turkey protests (slideshow)

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  • The protests take on a festive element as police forces move out of the park and square. Wearing a gas mask, this young man dances to traditional Turkish music in front of Taksim Square’s Ataturk Monument.

  • In Gezi Park since March 31st, this protester, originally caught off-guard by the Government’s teargas and water cannons, went out and bought a Russian army mask from WWII, preparing for what was to come.

  • This rambunctious boy seems to be enjoying the chaos. After taking this picture he threw a stone at the already destroyed building in the background.

  • Forming a line, the police face off directly with protesters in Taksim Square. After a while, they retreated and there was a general cheer – a back-and-forth dance that has been common since the beginning of this protest.

  • An elderly woman in Gezi Park reads the news. The tent community occupying the park was violently destroyed on June 16th.

  • Many different groups had set up booths to promote their cause in Taksim Square and Gezi Park. Standing in front of one, this man waves his flag while posing with conviction.

  • Many home-remedies are used to minimize the effects of tear gas. This woman has put a milky solution on her face, removing her mask after the tear gas dissipated. Before sunrise, the police came again for another round of teargasing.

  • People capitalize on the uprising -- selling flags, beer, gas masks, sky lanterns and spray paint to name just a few of the popular items.

  • On Monday morning, June 11, the police execute a strong offensive. Many plain-clothed police officers, like the ones seen here, clash with protesters in the side streets away from the main stand-off in Taksim.

  • The authorities seem to be most aggressive in the night, pushing protesters away from the square and park. After being teargassed this young woman catches her breath with other protesters on Siraselviler Street.

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