The American Customer Satisfaction Index lately reported, that only 66 of 100 people are satisfied with Facebook – only airlines, cable providers and some energy suppliers had lower values. Google (in general) however ever since had very high ratings in terms of customer satisfaction. For a search engine this obviously seems vital.
As for the situation now, with two internet giants fighting for market shares, the ACSI-Study predicts that “finally the one with the higher customer satisfaction will win”. Prediction are always something carefully to use, but for the ACSI-Study, it mostly prognosticated future consumer behaviour right.
We’ll see if this also holds true for the fight for users of these two Big Players.