Anyone here still using Netscape Navigator to read the screed today? Oh sure, you might be using one of its descendants but that browser is long gone. What you just might be using is Internet Explorer, so let’s pause for a minute and think about some numbers. Five years ago, in July of 2007, there was roughly an 80% chance that you would be accessing the web via that browser. It had a dominant market share although a relative newcomer named Firefox was chipping away. IE was buggy, full of security issues, and consumers hated it. Of course 10 years prior, in July of 1997, one would have said the same about Netscape – it had 72% of the market then when IE declared war. Today, IE has about 30% market share, about the same as Chrome. Firefox is not far behind, and a few others make up the rest of the desktop web browser world.
I raise this today because of a few articles last week about Facebook. Obviously it’s the dominant social network but it can’t seem to get any love. Both pieces talked about customer dissatisfaction with the service. Here is the first from MediaPost:
Facebook doesn’t seem to be particularly well-liked by its own users, according to the latest figures from the American Customer Satisfaction Index E-Business Report, which was produced in partnership with customer experience analytics firm ForeSee. Overall, Facebook scored a 61 out of 100 in terms of customer satisfaction — down 8 points from 69 last year. That’s a new record low for companies in the social media category.
Most interesting to me are the comments which demonstrate the dissatisfaction within the ad community as well. Your users and your customers both unhappy isn’t the best situation. The second piece from CNet adds another angle:
Now Google+, which has been dubbed by some as a ghost town, is gaining some traction with a higher customer satisfaction rating, according to the numbers released from the American Customer Satisfaction Index today. According to the new numbers, Facebook’s rating drops 8 percent to 61 on a 100-point scale, while Google+ makes its index debut with a 78, putting it in line with Wikipedia.
In other words, we’re only on Facebook because that’s where our friends and family are. Sound like a browser you know? Hard as it might be to imagine, Facebook is in a pretty precarious situation. No, they’re not gong to implode, but history has a way of repeating itself.
What do you think? How do you feel about Facebook lately? Are you using other networks in lieu of it?
Filed under: digital media, Thinking Aloud | Tagged: American Customer Satisfaction Index, digital media, facebook, Firefox, google, Netscape, Netscape Navigator, Social Networking, Web browser | 1 Comment »