CROSS MEDIA EXPERTS
New Study: Google King of Customer Satisfaction -- 'NYT' and 'USA Today' Do Well
NEW YORK Consumers rated Google as one of the most satisfying Internet experiences out of all portals, search engines, and news sites, according to new data from the University of Michigan.
The University produces a quarterly report called the American Customer Satisfaction Index (ACSI) -- which measures customer evaluations of the quality of products and services available in the U.S. The index is complied in partnership with the American Society of Quality and CFI Group and is supported in part by ForeSee Results.
Google's score of 86 in 2008 grew 10% year-over-year. It's one of the highest scores of any of the 200 companies tracked in the survey.
"People are starting to go directly to the Web site or use bookmarks if they know what they're looking for, rather than using a portal," Larry Freed, president and CEO of ForeSee Results, said in a statement. "Google is best positioned to take advantage of this trend, while the rest are struggling to maintain relevancy."
While Yahoo made gains in 2007, its score fell 3% to 77. ForeSee, a customer satisfaction measurement firm, posits the decline in satisfaction could be a result of the company turmoil at Yahoo regarding a takeover proposal by Microsoft.
"Instead of focusing on the consumer experience, Yahoo's energies were tied up fighting off a hostile takeover bid. ... In that time, Yahoo lost several key managers and consumer perceptions may have been adversely affected by extensive negative press surrounding the merger," according to the release.
The NYTimes.com and USAToday.com both rank high in the news and information category with scores of 75 and 73, respectively.
The NYTimes.com's score increased 2.7% year-over-year, while USAToday's score gained 1.4% year-over-year.
"All others" -- made up of websites of local and regional papers -- topped the news category with a score of 76. But the survey notes, when "all others" is consistently at the top of the list, it shows that major players "have not been able to distinguish themselves as leaders."
ForeSee concludes that the challenge for any news site is to become a destination on its own, rather than have visitors go to the site via search engines or portals.
August 2008 -editorandpublisher.com
The University produces a quarterly report called the American Customer Satisfaction Index (ACSI) -- which measures customer evaluations of the quality of products and services available in the U.S. The index is complied in partnership with the American Society of Quality and CFI Group and is supported in part by ForeSee Results.
Google's score of 86 in 2008 grew 10% year-over-year. It's one of the highest scores of any of the 200 companies tracked in the survey.
"People are starting to go directly to the Web site or use bookmarks if they know what they're looking for, rather than using a portal," Larry Freed, president and CEO of ForeSee Results, said in a statement. "Google is best positioned to take advantage of this trend, while the rest are struggling to maintain relevancy."
While Yahoo made gains in 2007, its score fell 3% to 77. ForeSee, a customer satisfaction measurement firm, posits the decline in satisfaction could be a result of the company turmoil at Yahoo regarding a takeover proposal by Microsoft.
"Instead of focusing on the consumer experience, Yahoo's energies were tied up fighting off a hostile takeover bid. ... In that time, Yahoo lost several key managers and consumer perceptions may have been adversely affected by extensive negative press surrounding the merger," according to the release.
The NYTimes.com and USAToday.com both rank high in the news and information category with scores of 75 and 73, respectively.
The NYTimes.com's score increased 2.7% year-over-year, while USAToday's score gained 1.4% year-over-year.
"All others" -- made up of websites of local and regional papers -- topped the news category with a score of 76. But the survey notes, when "all others" is consistently at the top of the list, it shows that major players "have not been able to distinguish themselves as leaders."
ForeSee concludes that the challenge for any news site is to become a destination on its own, rather than have visitors go to the site via search engines or portals.
August 2008 -editorandpublisher.com
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