Satisfaction declines for Facebook, Twitter

Washington: People view Facebook, Twitter and LinkedIn more negatively than in the past, according to a new study which found that customer satisfaction for some of the largest social media sites is dropping. Facebook and Twitter, saw the largest declines in customer satisfaction - 9 per cent and 8 per cent respectively.

Those declines are driven in part by the presence of advertising on services that are still regarded as ‘free’, researchers said. “Consumers have not fully accepted advertising as a necessary cost for online services they have come to expect as free,” said Claes Fornell, chairman of American Consumer Satisfaction Index, which tracks opinions of search engines.