Social Media Giants Debut on Worst Customer Service List

January 8, 2013 By News Staff

The American Consumer Satisfaction Index (ACSI) has come out with its list of the 15 worst U.S. companies for customer service. According to Business Insider, social media companies are recent additions to the survey, and three major players ranked high, with Facebook nabbing the number five spot, LinkedIn earning the eighth worst ranking and Twitter coming in at No. 11.

So what are the reasons behind consumers' unfavorable views of these major social media platforms? "Monetizing schemes appear to be at the core of user dissatisfaction with both sites," ACSI said of Twitter and LinkedIn. Negative feelings toward Facebook are blamed on conversion to timeline-oriented page layouts, coupled with the company's May 2012 IPO, described as "messy."

Other industries suffering in this year's survey are the utility industry, led by No. 1 ranked Long Island Power Authority and No. 2 ranked Northeast Utilities. Cable TV companies including Comcast and Time Warner also figured prominently in the survey, reflecting large-scale customer dissatisfaction. American Airlines, US Airways, Delta and Bank of America also made ACSI's latest 15 worst list.

According to the ACSI, it offers the country's only independent measure of customer satisfaction across 10 economic sectors, 47 industries, more than 230 companies and more than 100 government services. More information about the ACSI is available here.

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