Posted by Amber Ludeman
Despite the factual title of this post, I would argue that this debut–being celebrated at Google at this very moment I am sure–is quite misleading. Sure, the people who use Google+ (how many are there now? 30?) are very excited about its functionality. That much we already knew. In fact, there are a slew of programmers and bloggers who are in a state of constant praise of the social media platform.
This customer satisfaction rating is a little off-putting for a number of reasons. Firstly, Google+ users are decidedly (and openly) emphatic about Google+’s success. Secondly, there are simply not as much volume of users on Google+ versus Facebook and Twitter. In short, there are many more people with many more complaints about the larger platforms.
I do find some merit in this satisfaction rating, though (just so you don’t think I’m a total stickler). Facebook has had some privacy issues mounting for quite some time and many people find their monitoring/targeting to be alarming. People also seem to be disgruntled with Timeline and the forced inclusion in its roll-out. Google+ has also had a quick turnaround with new features and functions for its users. It’s clear that the Google+ team is committed to listening to what users want and bringing it to them. This is something that Facebook needs to work on–though the volume of consumer sentiment is obviously substantially larger. Also in Google’s favor is the fact that they do not (yet) bombard the consumer with ever-present ads.
What do you think of the American Customer Satisfaction Index results?