Citizens' Issues
Facebook user satisfaction plunges to new lows

The social network juggernaut, Facebook, scored 61 out of 100 in a recent survey conducted by American Customer Satisfaction Index due to drastic decisions involving privacy and introduction of the timeline

Facebook, one of the world’s biggest social networks, has seen its users’ customer satisfaction plunge to new lows, according to a recent survey conducted by the American Customer Satisfaction Index (ACSI) in partnership with customer experience analytics firm ForeSee. The social media juggernaut plunged 8% to 61 on a 100-point scale, setting a new record low score for the ‘Social Media’ category and placing it among the five lowest-scoring companies of more than 230. One of the biggest reasons for its decline was the huge outcry from its costumers about Facebook’s latest Timeline feature. A lot of users did not like the new feature and, in fact, were turned off by it, in addition to the needless advertisements and endless privacy concerns.
In contrast, its main competitor —Google has done well with its Google+ social network has done reasonably well as it leverages its own user-base. According to the press release by ACSI, Google+ scored 78 in its first appearance in the ACSI list. Further, it said that Google+’s strong showing is a result of an absence of traditional advertising and what is seen as a superior mobile product. 
As more and more users sign up for social networks, it is imperative that user experience be maximised and seamless, without any hassles, especially in the current era of the internet where privacy is one of the biggest concerns. Facebook seems to have annoyed most of its customers by changing its privacy policy too often and introducing the timeline which its users did not like. 
With Facebook being a publicly listed company, much of the focus is centred on revenues and meeting Wall Street’s expectations of quarterly results and profit maximisation. This has made the company shift its focus from pleasing its users to pleasing the shareholders. This could prove to be its undoing. It is pertinent to note that the company also bungled its initial public offering by not disclosing certain material facts to its retail subscribers while enriching the investment banks. So if it continues to ignore its main assets — the users — then it could be costly.
Claes Fornell, ACSI chairman and author of  The Satisfied Customer said, “E-business websites used to be higher in customer satisfaction than most other categories covered by the ACSI, but their performance over the past three years suggests that they need to respond better to the changing needs and expectations of their customers.” 



Rajkumar Singh

4 years ago

It is true that Facebook has not been fair with its users. And it will continue to play with the sentiments of the people, because the company is aware of the facts that its users are fools, stupid, careless, illiterate, immoral, deformed and degraded, and they can easily be taken for such rides, viz., changing the privacy settings, forcing to like it before knowing about anything.

In such a scenario, neither we can change the Facebook, nor can we change the mindsets of the users!

It will die down on its own way, because it can fool some people for some of the time, but it can't fool all the people for all the time.

Vidarbha Express collision: 12 trains cancelled, many diverted

One person was killed, four were injured seriously, and nine sustained minor injuries when Mumbai-Gondia Vidarbha Express collided with derailed bogies of a local train between Kasara and Umbermali last night

Kasara (Mah): Rail traffic was disrupted today on the Kalyan-Kasara section of the Central Railway with 12 trains cancelled and over a dozen others diverted, after the Vidarbha Express collided with derailed bogies of a local train, leaving one person dead and 13 injured, reports PTI.
Even as the restoration work on the affected track was on, six long distance trains have been cancelled, nine trains have been short-terminated while over a dozen have been diverted on alternate routes, a railway spokesman said.
Six suburban train services between Chhattrapati Shivaji Terminus (CST) and Kasara have also been cancelled, besides local train services on the Asangaon-Kasara section, causing inconvenience to a lot of daily commuters on the route.
One person was killed, four were injured seriously, and nine sustained minor injuries when Mumbai-Gondia Vidarbha Express collided with derailed bogies of a local train between Kasara and Umbermali last night.
The deceased has been identified as—Shakeela Quereshi (65)—a resident of Titwala in Thane district, an official release issued by the Central Railway (CR) said.
Railway minister Mukul Roy has announced an ex-gratia of Rs5 lakh to the kin of the dead, Rs1lakh each to the grievously injured and Rs25,000 each to those who sustained simple injuries.
Railways have also said that the expenses of those taking treatment at private hospitals would be borne by the department.
The cause of the accident is under investigation, Commissioner of Railway Safety, Central Circle, Chetan Bakshi said at the accident site.
Earlier, CR General Manager Subodh Jain said that the route affected due to the collision will be fully restored by tomorrow morning.
“We will open one of the two lines by Friday midnight and the second one by Saturday morning,” Mr Jain said at the accident site.
According to Mr Jain, the mishap occurred after the loco pilot of Vidarbha Express applied emergency brakes on spotting the derailed local train on the tracks.
The time lag between the derailed local train coming to a halt and the collision was only 1.17 seconds, and the loco pilot did the best possible thing by applying the brakes, Mr Jain said, adding that this resulted in one of the bogies of Vidarbha Express piling up on top of another.
Asked if anti-collision device could have averted the incident, Mr Jain said, “It is very unlikely for an automatic system to be effective even in the slim time lag. Manual intervention was the best possible action in such situation.”
A CR statement said that Mumbai-Bhusawal Passenger (51153) and its return service have been cancelled, while Gorakhpur LTT Superfast train (12541) will be terminated at Nashik Road and Secunderabad-Mumbai Devgiri Express (17058) will be terminated at Manmad today.
The relief staff of Central Railway and other agencies were working through the night to re-establish the rail-contact between Mumbai and a large part of central India.
An additional team from Bhusawal Junction has also reached the site to assist in restoration work, railway officials said.
In order to get the twin lines on the Kalyan-Kasara section fully operational by tomorrow morning, the Railway staff has to remove the mangled bogies of Vidarbha Express as well as the local train and repair the damaged tracks and overhead equipment. Additional cranes are scheduled to reach the site to lift the coaches lying on the track.
The engine of Vidarbha Express and some coaches of the suburban local train stuck on the track will be pushed aside to clear the way and restore rail movement, officials said. The coaches which can be pulled out by rolling will be removed by using engines, while the rest would be just pushed aside the tracks and would be lifted later on.
During the night, the relief workers were successful in bringing down the coach S-10, which had climbed on to another coach due to pressure created by the hard braking.
The work will continue through the day, officials on the spot said.
Meanwhile, a report from Nashik said rail traffic at Nashik Road Central Railway station was affected following the train accident as many trains going towards Mumbai were diverted on Pune-Daund-Manmad section and to Jalgaon, Nashik Road railway station manager RK Kuthar said.
He said Manmad-Mumbai Panchavati Express, Manmad-Lokmanya Tilak Terminus (LTT) Rajya Rani Express, Bhusawal-Mumbai-passenger train; Tapovan Express and Manmad-LTT Godavari Express were cancelled.
A number of passengers, especially traders who commute to Mumbai daily, were stranded following cancellation of the trains, he said, adding that it will take time to restore the route.


Taro board rejects Sun Pharma’s offer for complete acquisition

Sun Pharma had proposed to fully acquire Taro with an offer to purchase all the outstanding shares of the Israeli firm at $24.50 per share

Israel-based Taro Pharmaceutical Industries said a special committee of its board has rejected an offer from Sun Pharmaceutical Industries to purchase its issued and outstanding shares not held by the Indian pharma firm due to inadequate price, reports PTI.
“The Special Committee of the Board of Directors unanimously rejected the 18 October 2011 unsolicited, non-binding offer from Sun Pharmaceutical Industries to purchase all of the issued and outstanding shares of Taro not currently held by Sun Pharma for $24.50 per share as inadequate and not in the best interests of Taro’s minority shareholders,” Taro Pharmaceutical Industries said in a statement on its website.
When contacted, a Sun Pharma spokesperson said that the company would not like to offer any comment.
Sun Pharma had proposed to fully acquire Taro with an offer to purchase all the outstanding shares of the Israeli firm that would have entailed an outgo of $367.5 million (over Rs1,810 crore).
Sun Pharma, which holds 66.5% stake in Taro, had said it was proposing to acquire 15 million outstanding shares at a price of $24.50 per share.
Sun Pharma had acquired a controlling stake in Taro in September 2010.


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