Latest report from the American Customer Satisfaction Index published by the University of Michigan shows Google topping the list of search and portal companies customer satisfaction survey. Based on interviews conducted on 3,000 customers, Google got 87% customer satisfaction rating for 2008. This score registered a 10.3% change from last year. Interestingly, Yahoo which occupied the top spot in 2007’s survey now trails Google at the number 2 spot.Microsoft, Ask.com, AOL and all others get 74%, 69% and 76% customer satisfaction respectively.
Although the company which coordinated the survey will not disclose the methodology they used in determining user satisfaction, ForeSee Result Researchers however believes that their customer satisfaction rating is a fair assessment of consumer expectations and perceptions for a company matched against that company’s ability to deliver. But again it is not surprising anymore that Google would top such kind of survey.
From 2007 since Yahoo has hold on to the number one spot in the said survey, Google has consistently improved on its search products and services. Contrasting it with Yahoo which has been distracted by corporate struggle the past several months. But then expect Yahoo to get back on its feet as it is starting to come up with more innotive products, especially now that the shadow of the Microsoft take-over bid seems finally over.