Google+ outpaces Facebook in customer satisfaction

Facebook users have become increasingly unsatisfied, according to a report from the American Customer Satisfaction Index (ACSI), which worked on the survey in conjunction with ForeSee, a customer experience analytics firm. Actually, Facebook's user satisfaction dropped 8% over the last year to record a 61 on a 100-point scale.

The report also noted that Facebook is not just the lowest-scoring social network, it also set a new record-low score for the social media category.

And as Facebook struggles with customer satisfaction, one-year-old rival Google+ made its first appearance in the survey, scoring a 78 out of 100.

"Facebook and Google+ are competing on two critical fronts: customer experience and market penetration," Larry Freed, president and CEO of ForeSee, said in a written statement. "Google+ handily wins the former, and Facebook handily wins the latter, for now."

The question, he added, is how much customer satisfaction matters for Facebook, since it so heavily dominates the social networking world with 800 million users worldwide. "But I expect Google to leverage its multiple properties and mobile capabilities to attract users at a rapid pace," said Freed. "If Facebook doesn't feel the pressure to improve customer satisfaction now, that may soon change."