Even with all the issues and troubles that a company like Google has, Google has managed to claw it’s way up to the top of the annual American Customer Satisfaction Index (ACSI). In the survey, customer satisfaction is measured across a large range of business and product categories, which includes “e-business.” This means that something like internet portals and search engines are included.
Google has won the category every single year since 2000, with the exception of 2007. 70,000 customers are surveyed about the experiences that they have with services and products.
Below are the scores for the big search sites since 2012.
According to the ACSI, “companies that display high levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors.” Yahoo will have a great deal to worry about if the scores presented by the ACSI are predictive of future returns.
Here is the commentary that runs along side the scores:
The other search engines and portals fall well below Google for user satisfaction. The combined score for smaller niche-like search engines is up 10 percent to 77, but still lags the leader. Google’s larger competitors are even worse off. Bing falls 4 percent to 73 and ties MSN, which dips 1 percent. Meanwhile, Yahoo! drops 7 percent to 71, its lowest score yet. This is the third consecutive decline for Yahoo!, which outsourced much of its search engine to Microsoft’s Bing four years ago. In last place, AOL slips a further 1 percent to 70.
What exactly is the criteria used to evaluate in the portals and search category?
- Site performance
- Freshness of content
- Variety of services and information
- Easy of using the site on different devices such as smartphones and tablets
- Ease of navigation
- Speed and reliability of video clips
- Amount of ads on site