Customer satisfaction on social media sites is a strong indicator of the company’s relationship with its users and also its financial performance.
The American Customer Satisfaction Index recently reported the scores of the major social media sites, which is inputted based on questions asked to American consumers. Leading the pack of social media sites based on customer satisfaction is Google+, which made its debut score of 78 out of a possible 100. Facebook, however, reached its lowest score since the ACSI released social media data in 2010 at 61.
YouTube, while lagging slightly behind Google+, ranked in at 73, one point down from 74 the previous year. This isn’t the best score, but at least the video sharing site doesn’t have the dubious distinction of having the worst customer satisfaction—that goes to Facebook.
Businesses, and even customers themselves, know that customers are a fickle bunch and can be vocal if something drastically changes that they feel does not benefit them. YouTube has had its share of controversial decisions that have been derided by consumers, including the new layout, deleting inactive accounts and its efforts to improve its algorithm system.
How YouTube Deals With Customer Service
So how does YouTube deal with customer service issues? It does have a help center where you can find pertinent information related to your problems with your YouTube experience, whether it’s technical issues or reporting an unruly troller through its contacts. The “Current Site Issues” updates on a regular basis and acts as an alternative to YouTube employees answering every single message from consumers and creators.
While reading up on the “Current Site Issues” sections or trying to email a YouTube customer service representative are useful in dealing with technical glitches or partner issues, it seems that YouTube’s way of customer service is having the customers deal with their problems themselves through its product forum. No, they’re not on their own, but YouTube forums are available for other YouTube users to weigh in on technical issues and help fellow users in dealing with their problems.
With YouTube getting 10′s of millions of views daily, it’s hard for the site to satisfy every customer. These measures to ensure that customer needs are met may be good enough, but YouTube should develop ways of interacting with those who watch and create videos AKA the real people who power the site. A message board can solve many of the minor problems, but when a major catastrophe hits YouTube, viewers and creators would like to know that the site is there to help.