Facebook’s customer satisfaction score is now as low as that of airlines, and while experts point to site changes and ads as reasons for this distaste, we think there’s a more basic explanation: Facebook complicates your life.
CBS’s Larry Dignan reports that Facebook scored 64 out of 100 this year on the American Customer Satisfaction Index, below IRS e-filing, right in line with airlines, and just ahead of MySpace (which got a 63). Larry Freed, whose company runs the Index, attributed the poor score to three factors: “Frequent changes to the site; Advertising intruding on customer satisfaction; And privacy concerns.” But are those really enough to make people hate the social networking site as much as they hate companies that make them put all their shampoo in a little baggie before standing in line forever? I think it’s a little more complicated than that — to use a Facebook term. Continue reading