Do you like to Facebook?
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I’m trying to reconcile two recent articles Facebook: As Unpopular as Airlines, Cable Companies & the IRS and Facebook Hits New Traffic Record. So Facebook has 500 milion members, 140 milion visitors a month spending 8 billion minutes a day but at the same time reports so poorly on an American Consumer Satisfaction Index?
The report blames “privacy concerns, frequent changes to the website, and commercialization and advertising” for the negative opinion. But while users may have a negative feelings about or emotional response to the service provider (and service?) they keep on using it. Perhaps because Facebook is a lobster trap and their friends are the bait.?
Is it possible to provide a good user experience for a service that people don’t like the idea of?
Maybe it’s like the relationship some people have with their mobile phone (or any phone for that matter)?
I know people that hate mobiles; being constantly tied to them, dependant on them, always contactable. (And if they own an iPhone they may indeed despise the device itself as well as the company that makes it…but that’s another story)
Yet they still use a mobile.
And I know people who absolutely hate talking on the phone. But they still do it because it’s, for the most part, convenient and an expected form of communication.
Sounds like it’s the same for Facebook for some folks.
New York Times cover the American Customer Satisfaction Index report on Facebook