Google Tops in Customer Satisfaction? Ask Those Who’ve Suffered Through Outages

Tuesday, August 19th, 2008 by Andy Beal

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.

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6 comments on “Google Tops in Customer Satisfaction? Ask Those Who’ve Suffered Through Outages”

Otilia Otlacan Says:

August 19th, 2008 at 2:50 pm

This falls in the “our users are smarter than theirs” category. What a tremendous achievement! Meh.

Otilia Otlacan’s last blog post..Ad Ops Daily Briefs: August 19 2008
John Hunter Says:

August 19th, 2008 at 3:45 pm

You also have to remember how low the bar is for service. Also the ACSI is not very reliable. A little while ago they trumpeted Yahoo’s supremacy, which I disagreed with: Data Based Blathering.

John Hunter’s last blog post..Lean Management in Policing
Goran Web Design Says:

August 19th, 2008 at 4:45 pm

We have been commenting more recently at the office on the increase in service that we have received over the last few months from Adwords. So can see that this could be true.
Search Engine News » Google Tops in Customer Satisfaction? Ask Those Whove Suffered Through Outages Says:

August 20th, 2008 at 3:01 am

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Games Says:

August 30th, 2008 at 12:10 pm

That shows google is dedicated more towards search only. Well that’s ok with me.
horisly Says:

September 6th, 2008 at 1:32 pm

i am satisfied with google.

horisly’s last blog post..August.2008 Sales: Mercedes Benz Down 12 Percent

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