Google Tops in Customer Satisfaction? Ask Those Who’ve Suffered Through Outages
When its comes to "portals and search engines" Google once again tops the University of Michigan’s American Customer Satisfaction Index (ACSI).
The search engine soared 10% to gain the top spot with a score of 86. Yahoo slipped two points (77), MSN remained the same (75), with Ask.com rounding out the search engines with a one point drop to 74.
Are you thinking what I’m thinking? With all of the recent customer service issues and outages, how in the world did Google not only take #1, but do so with a 10 point increase?
The answer? I suspect the index focuses strongly on the general satisfaction of Google’s search engine users, and less so on those power users that rely on Google for email, calendar, docs, etc.
I’d love to see an index that measures the customer satisfaction of Google’s offering outside of search. I suspect it wouldn’t fair as well.