Facebook in the top 10 most hated companies in America

Facebook in the top 10 most hated companies in America

Summary: Facebook has a very poor rating according to American Customer Satisfaction Index. In fact, it's the 10th most hated company in the US.

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Business Insider yesterday posted an article titled "The 19 Most Hated Companies In America." The data was based on the American Customer Satisfaction Index (ACSI), which releases industry results monthly and updates its national index quarterly.

Facebook was placed at number 10. I was surprised, so I went and double checked the data for myself. It turns out that ACSI has not yet released this year's ratings for the E-Business category (and the Internet Social Media subcategory that Facebook is in), as well as other categories like Manufacturing/Durable Goods, Manufacturing/Nondurable Goods, and Finance & Insurance. As a result, the data was skewed because some ratings were from 2010 while the rest were from 2011.

I decided to take a look at just the 2010 data, which is the latest available if you want to see ratings from all the companies in the US. Here is the list of the top 10 most hated companies in America in 2010:

  1. United: 60/100
  2. Charter Communications: 60/100
  3. Northwest Airlines: 61/100
  4. Time Warner Cable: 61/100
  5. Comcast: 61/100
  6. Delta: 62/100
  7. US Airways: 62/100
  8. MySpace.com: 63/100
  9. American: 63/100
  10. Facebook.com: 64/100

The most-hated include large banks, airlines, power and telecom companies. "These are not terribly competitive industries, as the switching barriers for most of them are quite high," ACSI's David VanAmburg said in a statement. "In other industries, like the food or clothing sector, the competition is huge. They bend over backwards to make customers happy, because they have to."

As you can see, Facebook still managed to make the top 10 list, even when I made sure the data was all from the same year. Common complaints about the company include privacy issues, frequent interface changes, and accidental account and/or content removal.

Last year was the first time the ACSI released data for the Internet Social Media category, so there's no way to see if Facebook did better or worse in 2010 than previous years. I'll be looking out to see how the social network fares this year when all the 2011 ratings are released.

Topic: Social Enterprise

Emil Protalinski

About Emil Protalinski

Emil is a freelance journalist writing for CNET and ZDNet. Over the years,
he has covered the tech industry for multiple publications, including Ars
Technica, Neowin, and TechSpot.

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61 comments
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  • RE: Facebook in the top 10 most hated companies in America

    So, you're saying that media companies and travel companies suck. Sounds about right. Where's AT&T. That is interesting.
    hoaxoner
    • RE: Facebook in the top 10 most hated companies in America

      @hoaxoner I agree on AT&T. Funny but I'm happy with charter. 10x the internet connection speed for the same money as AT&T and it doesn't die every day. Facebook? Well you get what you pay for. I surprise DishNetwork didn't make the list from my experience.
      LarsDennert
      • RE: Facebook in the top 10 most hated companies in America

        @LarsDennert so how much do you get per message post? Please don't pretend this is a real post. The stats you state are the same marketing crap all companies like charter use comparing themselves to dial up/ISDN/DSL rather than cable or other services that are much faster just like charter?
        JonathanSeer
    • RE: Facebook in the top 10 most hated companies in America

      @hoaxoner

      Where's AT&T you ask? No one in the review thought there was sufficient organization there to consider them a company. That would be akin to including Polynesians or left-handed people on the list.
      hughjohanson
      • RE: Facebook in the top 10 most hated companies in America

        @hughjohanson
        AT&T is 14 in the current list, Facebook still #10, others still there but in different slots in the 2011 list (hit the Business Insider link) .
        Regats
    • RE: Facebook in the top 10 most hated companies in America

      Totally agree hoaxoner - where's AT&T. I think the only reason its not on the list is that its television DVDR recording system is more or less so well designed that it prevents AT&T from topping the list. Certainly, it deserves to be in the top 10 with Charter.
      jjstone
      • RE: Facebook in the top 10 most hated companies in America

        @jjstone

        Yup, AT&T has done a good job with U-verse and it continues to improve. Much better than the others we have experience with -- Time Warner, Comcast, and Direct TV.

        The U-verse enhanced DSL rocks. Time-Warner/Comcast cable modem was faster than the old DSL when it worked, but all the 0 bps periods made net throughput much lower. Their tech support was little more than "reset the cable modem". Last straw was hurricane Ike, the DSL stayed up, I was back on line as soon as I got my generator started. But the Cable modem was useless until two weeks after the utility electric power was restored.
        wkulecz
      • RE: Facebook in the top 10 most hated companies in America

        @jjstone

        AT&T is in the top 20. I think because Comcast and the other cable companies are exceedingly awful in some markets, like Indiana. In Indiana, I once paid Comcast $60/mo for a 10Mb connection that NEVER, EVER, EVER exceeded 2Mb, and went down for between 24 and 72 hours four times in the 3 mo we put up with them.
        tkejlboom
      • RE: Facebook in the top 10 most hated companies in America

        @wkulecz
        AT&T is just so bad. their phone service sucks, customer service non existant, internet speeds are a joke they claim high speed and top out at what 5-8 Mbps while comcast is at 50-100 never goes down and their modems are better. AT&T had them for a year burnt up 9 modems and thier 2wire version with wireless router never worked. Uverse programming is horrible so i figured AT&T would be up there along with Apple and it's poorly built products which i repair by the hundreds. i am thankful apple builds poor quality items as it pays my bills fixing ipods and iphones lol
        Fletchguy
    • RE: Facebook in the top 10 most hated companies in America

      @hoaxoner AT&T and Verizon are probably in the top 20...
      snoop0x7b
  • Wrong rating in ur article

    Pepco is number one not united
    s_mode@...
    • RE: Facebook in the top 10 most hated companies in America

      @s_mode@...
      Read the article.
      Empro
    • PEPCO is really small.

      @s_mode@... PEPCO is a very small power company, covering DC, southern Montgomery County and most of Prince George's County.

      Northern Montgomery County is Allegheny Power, and a good part of PG is Baltimore Gas & Electric.
      Fetrow
  • The usual dirtbags

    Slime Warner, Comcast and Charter (who should be sued out of existence) are no surprise. A real who's-who of corporate parasites and losers.<br><br>And nobody likes the airlines. At least with the banks, you can take your money elsewhere.
    ScorpioBlue
  • RE: Facebook in the top 10 most hated companies in America

    must be some mistake. M$ should top the list!
    Linux Geek
    • RE: Facebook in the top 10 most hated companies in America

      @Linux Geek Surprised that the majority of American's don't support your bias? Oh the horror to think others might have a different viewpoint!
      smfrazz
    • LG. Here is what the real world thinks of Microsoft.....

      http://www.bloggingstocks.com/2007/02/01/microsoft-and-bill-gates-tops-corporate-reputation-survey/

      Try reality sometime LG, if it's even a possibility in your case. I have my doubts.
      xuniL_z
      • RE: Facebook in the top 10 most hated companies in America

        @xuniL_z
        Uhh, I hate microsoft too. And quite a lot of gamers do as well. And I only use Windows as my OS, so... Not like it's a Mac/Linux fanboy talking here.
        D2 Ultima
      • RE: Facebook in the top 10 most hated companies in America

        @xuniL_z

        A link from 2007 yeah right.

        A little outdated for a moron like you, don't-cha think? ;)
        blind obedience
      • RE: Facebook in the top 10 most hated companies in America

        @blind obedience
        2010 recent enough for you?
        http://www.bcccc.net/pdf/CSRIIndex2010.pdf
        dazzlingd