Customer Satisfaction With E-Business Sites Improves, Survey Shows
Customer satisfaction with e-business Web sites has reached a new high, according to the American Customer Satisfaction Index second quarter report, produced by the University of Michigan’s Ross School of Business in partnership with the American Society for Quality (ASQ) and CFI Group.
After a dip last year, ACSI scores for e-business rose 5.5 percent to an all-time high of 79.3 on the index's 100-point scale. Satisfaction with e-business sites -- namely, portals, search engines, and news and information sites -- surpassed the national ACSI aggregate score, earning a score of 75.1, but still lag behind consumer sites, which had a score of 81.6.
This year's jump was driven largely by Google's 10 percent climb to a score of 86, the highest customer satisfaction score ever recorded in the e-business report. In the last report, Google's score was 78.
After a promising rise in 2007, Yahoo fell 3 percent to 77 amid merger rumblings from Microsoft, according to the report. Microsoft's MSN.com remained unchanged at 75.
While Ask.com slipped 1.3 percent to 74, ACSI said the site shows promising signs. It was the most improved of the companies primarily focused on search, for instance, surging 19 percent since it was first measured in 2002.
AOL, meanwhile, registered a score of 69, down 3 percent.
To access the full report, click here.