It’s fairly easy to find an article or blog with the viewpoint that Google is too big to be considered ‘not evil’ and they’re just a data hungry machine. It’s also not uncommon to find a writer who’s convinced that Facebook is the embodiment of forward progress online, that you need to have your eggs in the social basket to move forward. The American Customer Satisfaction Index came out recently, and while Facebook and Google are in different categories, only one of them comes out on top; as a hint it’s not the social one.
The average satisfaction mark for the public for social networks is at the 70% mark, and Facebook came in at a 66% approval rating irregardless of being the biggest on the block. The leaders of the social category as it were, are Wikipedia, the largest online publicly edited information source, and Youtube whose billions of hours of video can help wile away the rainiest of days. Those who answered the poll cited issues such as privacy and security concerns, unexpected changes to service and overcommercialization as the reasons for ranking Facebook so low in the results. This doesn’t mean of course that Google+ will immediately supplant Facebook as the social experience destination on the web, but after looking at the poll numbers, Facebook has to realize that their platform they’ve been on for so long isn’t as stable as it first appears. It does give Google and Google+ a bit of a cheat sheet however when it comes to user experience.
In the search engine portion of the same poll, Google did come out on top of their category with an 83% customer satisfaction score, it’s a 3% increase from the previous years score. Bing also climbed swiftly up the ladder as well, from a 77% rating last year, to an 82% rating this year. Bing has seen some solid gains in the customer satisfaction experience while serving up 30% of the webs searches to Googles 70% served. In the realm of search, Google is still the king of the mountain even with Bing making some headway in the space.
When it comes down to the bottom line, what will really determine the shape of the web at this time next year is what happens with these companies in the next 12 months. Facebook could turn around and make privacy a no brainer and Google may completely flub the search game. Or Google could submit their offering to the social web and Facebook may see a trickle of users slowly leaving for a more controllable social experience. Competition is a great tool to help improve the quality of the user experience on the web, putting strangle holds in place for these web giants where their every move is scrutinized by the public, lawyers and the government, is the surest and quickest way to stunt online growth.