Being a phenomenal success is a great thing that relatively few companies enjoy, however, one doesn’t need to satisfy customers to enjoy such success: you simply need to offer them something that they want, really bad, like the social graph. In a recent customer satisfaction survey run by the American Customer Satisfaction Index (ACSI) which asked 70,000 customers (or users), Facebook was among the 10 companies out of 223 that got a score lower than 65. YouTube for example, got 73.
There are many reasons why users aren’t happier about Facebook, among them: recent privacy concerns, frequent changes of user interface (UI), fear of the commercialization of users private data.
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- 2010-11-21: Web 2.0 Summit - Day 2