According to the University of Michigan’s American Customer Satisfaction Index (ASCI) customer satisfaction with online business websites has reached new highs. Compared with last year, the ASCI has climbed around 6% to 79.3/100. If you were to think of this as a test score, you could say that you received a C+, but with persuasive convincing this could also be a B-.
According to Claes Fornell, head of the ACSI at the University of Michigan,”
“The increase in overall e-business satisfaction is driven largely by a remarkable jump by Google, but tough economic conditions may be contributing to greater satisfaction with the sector. “In an environment where dollars are tight and gas is $4 a gallon, consumers derive great satisfaction from services that don’t require them to spend money or get in their car.”
Among the top climbers in the ASCI was seach engine giant, Google, they climbed 10% to reach an overall score of 86, one of the highest overall scores. I wish I could say Yahoo saw similar increases in overall satisfaction, but unfortunately they did not. Yahoo actually fell 3% to 77 points, this fall is credited to the big merger and acquisition debacle that has been on everyone’s mind lately.
MSN remains unchanged at 75 and Ask.com fell 1% to 74 points. AOL increased 3% but still remains the overall laggard of the group with a low 69 points overall score.
Techcrunch has a simple bulleted list of scores from the search engines and news portals that you may want to check out.