• Wall Street Journal's Digits blog, Tuesday, July 20, 2010 12:11 PM

Of all the private sector companies measured by The American Customer Satisfaction Index, Facebook ranked in the bottom 5% -- in the same category as the IRS tax e-filing system, airlines and cable companies. The top social network scored a 64 out of 100, according to the index, which is developed by the University of Michigan's Business School. Ironically, the findings are being released the same week that Facebook is expected to announce that it has surpassed 500 million members. So, what's bugging users?

Larry Freed, president and CEO of survey sponsor ForeSee Results, says privacy isn't their biggest gripe. "Instead, they were more concerned with frequent changes to the site's interface, the technology that controls news feeds, and spam," reports The Wall Street Journal's Digits blog. Another tricky issue facing Facebook is the diversity of it community. "When you think about Facebook three years ago versus now, it has a much more diverse audience than it did before," Freed tells Digits. "Facebook has to learn how to deal with consumers across a broad range as they make changes."

Read the whole story at Wall Street Journal's Digits blog »