Google+ snags top spot in service index
updated 08:35 pm EDT, Tue July 17, 2012
Ahead of Facebook, LinkedIn, Pinterest
Google+ topped other popular sites in the American Customer Satisfaction Index E-Business Report. As Bloomberg details, Google+ tied socially-editable encyclopedia Wikipedia with a score of 78 out of a possible 100. Google's "social layer" attained higher customer satisfaction scores than Facebook, even though Facebook maintains an overwhelming lead in terms of user base.
The Index found that satisfaction with Facebook had declined from 66 in 2011 to 61 this year. The survey administrators attribute this largely to Facebook's continual alterations to its user interface, which are said to sometimes confuse and frustrate users. Users also expressed concerns about the company's privacy policy and an excess of ads.
LinkedIn and Pinterest scored 63 and 69 points, respectively, while Twitter scored 64. Facebook's 61 puts it among the lowest five companies that ACSI measures. The Index is generated using interviews from about 70,000 customers.
