Americans Don’t Like Facebook

By Douglas A. McIntyre Published Jul 27, 10:30AM EDT

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Americans Don’t Like Facebook — © Deagreez / iStock via Getty Images

There has been turmoil in the world of social media. Elon Musk bought Twitter. Many advertisers disliked how he operated it and pulled their marketing messages. He then changed the company’s name to X. Facebook has been considered a home to hate speech. Even the government is concerned enough about it that the large social media is, from time to time, investigated by the U.S. government. A recent American Customer Satisfaction Index survey shows Facebook with the lowest overall score among social media. (Customers are abandoning these 25 brands.)
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The ACSI Search and Social Media Study 2022-2023 used interviews with 7,979 customers picked randomly and polled by email between July 2022 and June 2023. Questions included opinions about both search engines and social media.
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Opinions about social media were based on mobile apps, their ease of use, relevance of content, quality of video, how new content is and privacy.

The index was measured on a scale with 100 as the highest possible score. Facebook finished last at 66. Twitter was just above it at 69, which tied it with Reddit. YouTube, which is video centered, topped the list at 78.
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Facebook is the largest social media platform by far. It has 3.0 billion monthly active users. YouTube follows that at 2.2 billion. Facebook’s growth has flattened, but this is true with other social media.
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Is size part of the reason for low scores for Facebook? Possibly. In other recent studies by the American Customer Satisfaction Index, the largest company in a sector was rated the most poorly. This included McDonald’s and Walmart. Maybe more people means more people with less than satisfactory experiences. Perhaps that is the price of being huge.

About the Author Douglas A. McIntyre →

Douglas A. McIntyre is the co-founder, chief executive officer and editor in chief of 24/7 Wall St. and 24/7 Tempo. He has held these jobs since 2006.

McIntyre has written thousands of articles for 24/7 Wall St. He is an expert on corporate finance, the automotive industry, media companies and international finance. He has edited articles on national demographics, sports, personal income and travel.

His work has been quoted or mentioned in The New York Times, The Wall Street Journal, Los Angeles Times, The Washington Post, NBC News, Time, The New Yorker, HuffPost USA Today, Business Insider, Yahoo, AOL, MarketWatch, The Atlantic, Bloomberg, New York Post, Chicago Tribune, Forbes, The Guardian and many other major publications. McIntyre has been a guest on CNBC, the BBC and television and radio stations across the country.

A magna cum laude graduate of Harvard College, McIntyre also was president of The Harvard Advocate. Founded in 1866, the Advocate is the oldest college publication in the United States.

TheStreet.com, Comps.com and Edgar Online are some of the public companies for which McIntyre served on the board of directors. He was a Vicinity Corporation board member when the company was sold to Microsoft in 2002. He served on the audit committees of some of these companies.

McIntyre has been the CEO of FutureSource, a provider of trading terminals and news to commodities and futures traders. He was president of Switchboard, the online phone directory company. He served as chairman and CEO of On2 Technologies, the video compression company that provided video compression software for Adobe’s Flash. Google bought On2 in 2009.