Thanks to its social attributes, Facebook is considered for a lot of people as the ultimate customer relationship management medium. This medium provides to brands a new total way to engage with customers. It is actually the first time you may actually have a conversation with your customers.
However, I found this very intersting article: Facebook has poor customer satisfaction figures.
Facebook scored 64 points on a 100-point scale on the consumer experience front, according to a report based on the American Customer Satisfaction Index, developed by the University of Michigan’s business school.
The report finds Facebook score in parallel to two low scoring categories such as airlines and cable companies.
The report attributes privacy concerns, frequent interface changes and commercialization and huge advertising as the reasons affecting the consumer experience on Facebook.
Unfortunately Twitter has not been considered by the survey. With all the technical prolems they constantly have, I would be surprised if their index would be way lower than Facebook's.