Labeling the Facebook user experience as "poor," Larry Freed, the author wrote that Facebook has benefitted from "a monopoly of sorts" in the social networking market that had few competitors. But Facebook shouldn't rest on its laurels. Despite its dominance, things could change quickly if it doesn't improve its customer satisfaction, according to Freed, president and CEO of Foresee Results.
"If Google Inc can carry over their customer-centric approach to Google+, Facebook could have serious competition that has the potential to very quickly lower its market share," he wrote in a draft of the report sent to IDG News Service. Freed noted that Facebook increased its customer satisfaction score from 64 last year to 66 this year -- out of a possible 100 -- a sign the company "may be moving in the right direction, but at a negligible pace."
Asked to comment on the report, Facebook said it takes user feedback seriously and that it strives to create a "simple, fast and innovative" service that lets people connect with friends safely.
"More than half of our users visit Facebook every day, and we're constantly enhancing our products to offer people the best possible experience," the company said.
Google has said that Google+, which is in a limited, invitation-only trial, has about 10 million members. Facebook has more than 750 million members.
Tweet