I was waiting for my sportscast last night at work, so I decided to peruse our show’s rundown (list of stories running in the newscast) to see if there was anything interesting. I quickly found a story titled ‘Google+ Beats Facebook’. I’m a social media geek, so I clicked to read it. I was stunned by what it said – so much so that I went immediately to the internet to make sure his information was correct — and it was.
In a recent survey, Facebook ranked lower than Google+ in customer satisfaction. In fact, Facebook was the lowest ranked of all measured social networks, and the American Customer Satisfaction Index, the firm that conducted the survey, says Facebook was the lowest scoring company of the 230 they measured.
According to the report, “Google+’s strong showing is a result of an absence of traditional advertising and what is seen as a superior mobile product. Google+’s strengths may be Facebook’s weaknesses, as users complain about ads and privacy concerns. However, the most frequent complaints about Facebook are changes to its user interface, most recently the introduction of the Timeline feature.”
The report, which is based on 5,000 surveys from the second quarter (whatever that means), lists Google+ and Wikipedia as the highest ranking social media sites. Both received a score of 78 (out of 100). YouTube (73), Pinterest (69), Twitter (64), LinkedIn (63) and Facebook (61) rounded out the list. For the first time since 2010, when the category was first measured by the ACSI, MySpace was not included in the rankings (and that’s not a surprise to anyone).
What Facebook lacks in customer satisfaction, Google+ lacks in actual customers. Facebook expects to reach one billion users by August, while Google+ claims to have 170 million users. Google can say any number they want, but as far as I’m concerned, no one uses Google+. I can post a million links, videos, comments, etc., on Google+ and not one of them will get a response. I honestly think people signed up for Google+ to see what it was about, and now their accounts just sit there stale. Please feel free to correct me if I’m wrong, but I know I’m not the only one who has this opinion.
No matter what the customer satisfaction survey says, Facebook will always reign supreme over Google+. That’s because Facebook users already have a firm foundation planted on the network. That’s where all their friends are (who knows if they’re signed up for Google+ or not) and where all their pictures, videos, etc., are posted. I don’t know one person who wants to start from scratch again — including me (even though you can still find me on Google+ if you want to connect).
Aside from a customer satisfaction survey, it’s unfair to compare Facebook with anyone other than Google+. Google intentionally set out to compete against Facebook when they started their quest last year. As far as what you get out of every social network, trying to compare Facebook or Google+ with Twitter, YouTube, Pinterest or LinkedIn is foolish. It’s like trying to draw a comparison from a bear, an eagle and a crocodile. All have a place in the food chain — although some are more important than others.
What do you think about this customer satisfaction survey? Are you happy with Facebook right now? Do you actively use Google+? I would love to hear from you about this! You can leave a comment right here, or connect with me on Twitter, Facebook and Google+. While we’re on the topic of social media, you can also find me on YouTube, Pinterest, LinkedIn and Instagram @AllAroundTim. I have all the bases covered!