| From PC World: After enduring a two-year dip in customer satisfaction scores -- and even being bested by rival Yahoo Inc. last year -- Google Inc. came roaring back in 2008 to score the highest customer satisfaction marks ever recorded in the annual University of Michigan American Customer Satisfaction Index (ACSI) on e-business Web sites.
Google, whose customer satisfaction score dipped almost 4% to a 78 on the 100-point ACSI scale last year, climbed more than 10% this year to score an 86 in the latest report, set for release today. That score is the highest ever recorded in the e-business survey, which measures user satisfaction with Internet portals, search engines and news sites, the university said. "[Google] had a tremendous increase this year," noted Claes Fornell, director of the ACSI survey at the university. "The company seems to have an uncanny ability to understand its users and read the market right. They come out with so many new products [that] it's just phenomenal. "They provide customers with more, and for most of the stuff you don't pay," Fornell added. "It's sort of a wining proposition no matter how they do it. The more content Google provides, the higher the likelihood that their customers will be more satisfied." View: Article @ Source Site |
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Google's Customer Satisfaction Scores Rebound
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