The 2014 American Customer satisfaction Index (ACSI) E-Business Report has just been released and although an American study, it gives us a decent insight into how customers in the UK view e-businesses.
The report shows Google has increased its satisfaction score from 77 out of 100 last year to 83/100 this year. Comparing the other search engines shows Bings score is down from 76 to 73 and Yahoo’s score dropped to 71, down from 76.
ACSI’s Director David VanAmburg comments that “Google has some of the most satisfied customers in all of ACSI, and given its enormous lead in search engines, it is unlikely that the competition is going to dislodge Google’s very loyal customer base”.
The report looks at all e-business channels including news sites, and social media sites in a number of factors all relating to customer satisfaction. Search Engines as a group came out top in site performance, freshness of content and mobile compatibility.
However ACSI’s reported that search Ads were the “worst aspect of the user search experience”, but interestingly search Ads were viewed more positively than Ads on social media or news/opinion websites.
Here at Dental Design, we are confident that Google (having reached the highest echelons of search engine status) will do everything in their power to ensure online advertising through their Google Adwords products continues to strike the balance for both users and advertisers.