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Why Consumers Are Not Satisfied With Facebook

byDouglas Ian
July 22, 2011
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Facebook DissatisfactionFacebook is the ‘Big Daddy of All Social Networks’. With more than 750 million users, it is the undisputed king of social networking.  And common sense suggests that since it’s the most popular network around, most users would be extremely satisfied using it. However, in a recently released satisfaction survey of online news, search and social media sites, Facebook garnered the lowest overall score — 66%. Interestingly, Facebook was the lowest-scoring social media site measured individually in the latest report, with a score of 66, up 2 points from 2010. Wikipedia held the top spot in social media with a 78 while YouTube came in second with 74.

Does that mean Facebook’s golden era is over? Does it open up an opportunity for Google+ and other new social networks on the horizon?

In this post, I make an attempt to uncover reasons behind user dissatisfaction with Facebook.

Privacy

It’s often said that first impression is the last impression. Ever since Facebook launched, its complex privacy controls have left a lot to be desired. To make matters worse, Facebook’s attempts at addressing privacy issues have been massively unpopular. IMO, all users want is a secure environment with simple privacy controls. While Facebook’s privacy controls are now much improved, there’s still scope to do better.

Further, concerns over Facebook users’ personal information getting accidentally leaked to third parties, in particular advertisers, over the past few years, has alleviated concerns over its privacy measures.

High Ad Pricing

Businesses played a crucial role in pushing Facebook to the number one spot. However, in recent times, Facebook ad prices have shot up considerably. Though a large number of businesses continue to jump on board the Facebook ad bandwagon, a number of existing business users are jumping ship due to escalated advertising costs.

Poor PR

To be honest, I’m mighty disappointed with Facebook’s PR regime. Several of Facebook’s high profile features such as Skype integration are poorly documented. So, while users know that they can now do video chat with Facebook friends, it is a nightmare to find out how to do so.

Boredom

Once upon a time, Facebook was regarded as an addictive phenomenon. In the last few weeks, Google+ has replaced Facebook as the ‘Happening event’ of the social media world. I’ve spoken to a large number of Facebook users who admit they are increasingly getting bored on Facebook and they’d rather look for alternative means of killing time.

Of course, it would be foolish to write off Facebook so early. While this represents an opportunity for Google+, it’s too early to predict if the majority of Facebook’s 750 million users are willing to jump ship to Google+.

What do you think are the reasons behind Facebook’s low satisfaction score? Will user dissatisfaction with Facebook prove to be a blessing in disguise for Google+? Please share your opinion by leaving a comment.

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Douglas Ian
Douglas Ian is the Chief Editor of Smedio Magazine, Bestselling Author, Strategist, Speaker, and Trainer, who helps businesses grow their revenue through specialized business optimization strategies.
72 comments

  3. Oops – missed the second half…:) I have to say that Facebook has removed a lot of the functionality for small businesses who are not willing to pay the high ad prices. The “suggest a page to friends” and “upload your database to add likes” functions are still there BUT the notifications go to a spam folder on FB’s email system that no one ever checks. We have added all of our client to G+ and have added circling and posting to the mix. The place where we removed the most contact from the mix, not YouTube or Twitter, all the “new” time needed came from Facebook.

  4. I thought the thing regarding video-chat was ok. I mean, I’ve got an email explaining it, and that suffices for me. More and more people are starting to joing Google+, and it’s a BETA… who knows what they’ll come up with next.

    Personally, I don’t like the new sidebar, and the fact that everyone can see your wall posts (though I’m sure it’s a feature that can be customized.)

  5. It seems like every several weeks another wave of “will facebook be taken down?” mania seems to strike at the Internets with reckless abandon. It’s really up to the company to keep evolving and growing with its clients’ needs. That defines the difference between becoming the Beatles or remaining the Dave Clark 5.

  6. I don’t think it’s helped Facebook to mix the posts from business pages into the newsfeed from personal pages. Users get overwhelmed by the very ad messaging and impersonal posts. It negates the very thing that attracts people to Facebook in the first place, the ability to interact with real friends and family online. Facebook should create a separate newsfeed for pages so that users can peruse it separately from the personal posts of family and friends. After a week or so of using my Google+ account though, I am less than enchanted. The newfeed is too cluttered and I miss more posts than I do on Facebook. I don’t think Google+ has any more appeal than Facebook in that regard so I don’t think it’s a threat. As other features are added though, Google+ may indeed appeal more to users. I just don’t think it’s there yet.

  8. I think the facebook privacy is the biggest issue, but still above all
    it is the best social networking site and offers great options. Thanks for the
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