Our relationship with Facebook: It's Complicated

Most of you don’t “Like” Facebook. Don’t believe me? In a recent American Customer Satisfaction Index survey Facebook scored comparable to the likes of airlines, cable providers, and below the IRS!

What is seen as Facebook’s big problem? Privacy concerns and frequent changes to the website. Meanwhile Wikipedia lead the social media category. The difference is that Wikipedia has changed the function of their site very little over the years; in fact it was a big deal recently when Wikipedia made changes to their website interface after a year of testing. Facebook on the other hand seems to have a new change every other week.

Users like an experience that they can trust and become familiar with. Facebook hasn’t delivered that to their users and users’ perception of their brand is starting to pay the price. So far Facebook is still doing well, but the question becomes how much longer can Facebook take their users’ trust for granted? There are alternatives lurking on the horizon, and these unhappy users will be ready to jump ship.

For those interested MySpace scored just 1 point lower than Facebook, but I’m guessing if you were unhappy with MySpace you probably left a long time ago.