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If Everyone Hates Facebook, Why Are They Still On It?

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This week, several articles about Facebook's customer ratings popped up. How can a company be so dogged and hated and still have so many millions of ACTIVE users? It's not like there is no alternative, but Facebook seems to have staying power regardless of the articles and the complaints.

All of the media around the topic started with an article published on July 19, 2011 by the[URL="http://www.theacsi.org/index.php?option=com_content&view=article&id=212:acsi-scores-july&catid=14&Itemid=263"] American Customer Satisfaction Index[/URL] reporting that Facebook, although the most visited site on the internet is also among the most hated.

[URL="http://www.inc.com/news/articles/201107/facebook-scores-poorly-on-customer-satisfaction.html"]The report by the American Customer Satisfaction Index and customer experience analytics firm ForeSee Results measures customer satisfaction with social media, Internet search, and news companies.[/URL] It is very important to note that the report was done prior to the launch of Google+.

[URL="http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=154456&nid=129116"]MediaPost's Social Graf [/URL]reported: "Facebook scored 64 out of 100 on the ACSI point scale, which is like an "F" on a standard grading rubric. The sources of dissatisfaction listed by ACSI include privacy issues, frequent changes to user interfaces, and increasing commercialization. For comparison's sake, Google scored 80, YouTube scored 73 and Wikipedia scored 77, due to fewer big changes in the interface and a less intrusive approach to privacy."

Media Post's Online Media Daily had an article pondering if [URL="http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=154264&nid=129054"]Facebook's poor satisfaction rating will make way for Google+ to take over[/URL].

What do you think this same index will report next year? How will the ratings and rankings of social media sites change in just one year?

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