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Monday, 28 July 2014 16:55

We love to hate our social networks

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Users remain largely unhappy with their social networks despite small increases from Facebook and LinkedIn this year, new research shows.

The E-Business Report, released last week by the American Customer Satisfaction Index reveals that Pinterest and Google on the other hand are on top in their respective fields.

Social media websites are among the worst-performing companies, with only airlines, subscription television, and Internet service providers scoring worse, according to the report.

Despite low user satisfaction, five of the seven social networks in the survey improved their scores year-over-year, averaging an ACSI score of 71 out of 100 - a 4.4% increase, according to the report, which surveyed 6,259 people in the US.

"Even with improvements across the board, e-business -- and social media in particular -- doesn't do well in terms of user satisfaction," said Claes Fornell, chairman of the ACSI.

"It's rare to see strong growth in an industry with such low customer satisfaction. However, several of the major players seem to have realised that their long-term prospects may be in jeopardy unless they do better."

Pinterest became the social network with the highest consumer satisfaction index (76) after it added new features and smarter search functions, the report said.

Pinterest, a place for 'pinning' links and thoughts, took over from last year's social network victor Wikipedia, which held the top spot for four consecutive years.

Wikipedia was the only website to post a decline, falling 5% to an ACSI score of 74. The report attributes Wikipedia's drop in user satisfaction to its struggle to keep active contributors and its intricate system of governance.

"Wikipedia has tried to maintain quality control while also replenishing its supply of editors, but so far, efforts to ease the way for newcomers have not been well received by the site's most active participants," the report said.

For more information check out the group's website here.


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