Just as Hitwise measures search market share, there is a report put out by ACSI (American Customer Satisfaction Index) which tries to put a number on how happy users are with the varying search engines and social media sites out there. While there were some expected results with the survey, there was a surprise or two to be seen.
As far as search engines were concerned, it wasn’t a huge surprise to see Google still on the top of the list with an overall 82 points out of 100, and Bing picked up a little ground on them coming it at 81 points of satisfaction. When pressed for reasons about satistfaction, more than half of the respondants who chose Bing, noted that they liked the ease of use of Bing. I may be somewhat biased as I’ve always primarily used Google to do the bulk of my searching, and perhaps it’s a difference of Bing.ca versus Bing.com, but I’m not sure how Bing is easier to use over Google when both are just a search box. The links which appear after performing a search are nearly entirely alike, and it’s a rather short affair to be able to specify your results and tailor them as you like. Opinions are different for everyone, and that is the main point of a survey after all, to gather as many different ones as possible, back to the list. Plonking our way down we pass Ask.com at 80 points on the list and Yahoo at 78 points in customer satisfaction. And note, the survey wasn’t conducted about who uses which search engine, Hitwise covers that quite well and the numbers are fairly static with Google holding onto the lions share of the market. The point of the survey was about the satisfaction of using their preferred search engine, acquiring a rounded opinion would mean that after a point, the survey would have filled their quota with Google results and have been looking for Bing, Yahoo, and Ask users.
A new report that ACSI has put out however, has detailed the satisfaction level of those who use social media sites like Facebook and Google+. And again, just like the report for search engine satisfaction, it’s not about market share, it’s satisfaction so the same principle applies – to form a rounded opinion you need to have as equal amount of respondants as possible for each social media site. It was with this report, that the numbers were beginning to be surprising. The top marks in the survey actually went to Google+, with 78 points out of 100, followed by Youtube (73 points) and Pinterest (69 points). Twitter, LinkedIn and Facebook all took the bottom spots, with Facebook holding the basement spot with 61 points. With such a vastly diverse user base, it is understandable that opinions would be strong with some users about how Facebook handles itself, but there were some key reasons which came out which hurt the social media giant. The biggest issues came from the implementation of the Timeline feature, users felt there were too frequent, unnecessary changes to the user interface. Intrusive advertising came in as an issue with nearly 20% of the respondants complaining and one of the largest contributors to unsatisfaction was the privacy concerns which still dog the social giant. Nearly half of those surveyed rated Facebook a 5 or lower on a 10 point scale on how they handle privacy. Not surprisingly, the reasons Google+ excelled on the survey, happened to be the reasons Facebook tanked in comparison. On that same 10 point scale, 60% of the respondants for Google+ ranked their privacy protection as excellent with the fledgling social site. No advertising, at least not in the sense that dominates Facebook, exists on the service, and at present there aren’t any plans to add them, and a very strong mobile presense all helped Google+ to attain the top marks in satisfaction this year. There is, however, a small caveat to bear in mind with the social media results. On the whole, taking all of the social sites in hand, users are only 69 points out of 100 satisfied with social media sites, almost putting it in the basement of the study with television, newspapers and airlines.