A survey released this week shows that customers aren’t satisfied with Facebook. At the same time the giant social network has just surpassed 500MM users. Sure the pace of monthly new users to Facebook has recently slowed but it’s level of adoption is still astounding. What explains these two seemingly opposing trends?
“Facebook is a phenomenal success, so we were not expecting to see it score so poorly with consumers,” said Larry Freed, president and CEO of ForeSee Results. “At the same time, our research shows that privacy concerns, frequent changes to the website, and commercialization and advertising adversely affect the consumer experience. Compare that to Wikipedia, which is a non-profit that has had the same user interface for years, and it’s clear that while innovation is critical, sometimes consumers prefer evolution to revolution.”
Facebook’s navigation has never been ideal and most users had fits of frustration when the interface changed last year. Why is consumer opinion so low for a site that everyone from 15 to 80 has fully integrated into their lives? Are early adopters being turned off by the oldsters posting about their 50th wedding anniversary? Is the constant barrage of invites, suggestions and “someone you never heard of has commented on your friend’s post” messages making Facebook feel like Spambook? Are the cheesy advertisers, network marketers and invasive use of personal data making users feel dirty? Back in April thousands of Facebookers said that they would boycott the service. That didn’t happen.
I use it. I work with it. It’s an essential part of my marketing toolkit. I message friends. I engage with my favorite entertainment.
I also use my AT&T iPhone despite the dozens of dropped calls.
Google dropped 7% but still scored an solid 80. Not surprisingly former social powerhouse (and now mostly indie band website) Myspace scored one point lower.



