Bloomberg Anywhere Remote Login Bloomberg Terminal Demo Request


Connecting decision makers to a dynamic network of information, people and ideas, Bloomberg quickly and accurately delivers business and financial information, news and insight around the world.


Financial Products

Enterprise Products


Customer Support

  • Americas

    +1 212 318 2000

  • Europe, Middle East, & Africa

    +44 20 7330 7500

  • Asia Pacific

    +65 6212 1000


Industry Products

Media Services

Follow Us

Bloomberg Customers

Cover Story

Facebook: Popularly Unpopular

Popularity doesn't always equal affection. Take Facebook. Five hundred million people use it, but a survey conducted by ForeSee Results found that among 30 websites it tracks, Facebook ranked second from the bottom for customer satisfaction. It was also among the lowest 5 percent of all 223 companies ForeSee tracks.

Perhaps it's a variation on the concept of "satisficing." The word "satisfice," coined in 1956 by the Carnegie Mellon economist and psychologist Herbert Simon, combines the words "satisfy" and "suffice," and is meant to describe how consumers make choices following a path of least resistance. In the case of social media, you go where your friends are.

Facebook isn't the only satisficing option out there. The most popular smartphone in North America is Research In Motion's (RIMM) BlackBerry. According to research firm Gartner (IT), it still commands 41 percent of the smartphone market, vs. 22 percent for Apple's (AAPL) iPhone. Yet a survey by research firm ChangeWave Institutional Research found that only 30 percent of BlackBerry owners were satisfied with their device, vs. 55 percent two years ago.

Drops in satisfaction surveys can be reversed, and once-popular items can become popular again. After all, what technology product has been more universally used and loathed than Microsoft (MSFT) Windows? A May 2010 survey by ForeSee found that after a period of decline, more users are happier with Windows in 2010—76 percent—than in any previous survey period. If Microsoft can turn it around, anyone can.

Hesseldahl is a reporter for
With Carlos Bergfeld in Silicon Valley

blog comments powered by Disqus