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  1. #1
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    American Customer Satisfaction Index (ACSI) Predictions for eBusinesses

    The American Customer Satisfaction Index (ACSI) for eBusinesses will be released later this month. Last year was the first time social media websites were rated, which showed a relatively low score of 64/100 for Facebook, despite the 500 million users of the site at the time.

    Google was rated at the top of the search engines in 2010, with a score of 80/100, but they did drop 7 points over 2009.
    The drop for Google may be related to efforts to expand well beyond its core search engine business. With the introduction in recent years of services like email (Gmail), instant messaging (Google Talk), social networking (Google Buzz), and even a Web browser (Google Chrome), Google now offers a full range of Internet services. But in trying to become all things to all people, Google seems to have encountered some of the pitfalls that portals and social media sites face including concerns about privacy, which have led to an upswing in complaints about Google’s policies and practices in the past year.
    This makes me very curious as to how Facebook and Google in particular will rank this year. Will the introduction of Google+ have an effect on both Facebook and Google's rankings, either positively or negatively? What do you think?

  2. #2
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    The results are in!

    Here are the results of the July 2011 ACSI on e-businesses, both Google and Facebook made small gains.

    In 2010, Facebook debuted with an ACSI score of 64—the lowest of any measured website. This year, Facebook makes a modest gain, up 3% to 66, even though—or perhaps because—its user numbers have exploded, reaching almost 1 billion. But considering Facebook’s low user satisfaction, its current size dominance cannot be taken for granted in the future. For companies that provide low levels of customer satisfaction, repeat business is always a challenge unless customers lack adequate choices, as in the case of near monopolies. It is possible that Facebook’s gigantic user base in and of itself might provide a certain monopoly protection. The first test of this notion will probably come from Google’s recent launch of Google+, a social networking service aimed at an audience similar to that of Facebook. If there is a battle for social networking preeminence between Facebook and Google, it will likely center on user satisfaction, which could prompt higher ACSI scores in the future.
    “We don’t know yet how Google+ will fare, but what we do know is that Google is one of the highest-scoring companies in the ACSI and Facebook is one of the lowest,” said Larry Freed, president and CEO of ForeSee Results. “An existing dominance of market share like Facebook has is no longer a safety net for a company that is not providing a superior customer experience.”
    This is going to be an interesting year!

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