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Google tops satisfaction survey | | 2008/08/19 | | Google has been rated in its category as the top company when it comes to customer satisfaction after research carried out for the American Customer Satisfaction Index (ACSI) showed that it attained one of the highest scores ever recorded.
An overall score of 87 out of 100 was achieved in the big search and portals category following the collation of survey information given by 3,000 participants.
The report was compiled and written by Larry Freed who is the chief executive of ForeSee Results, a private Michigan-based consulting company.
He said: "Satisfaction, of course, is a tricky thing to measure or even define."
Customer satisfaction of around 40 different online and offline industries was measured using methods and processes that researchers are guarded about revealing, but they are confident that their results give a fair overview.
Striking a balance between a potential customer's perception and expectation levels of a business against its ability to deliver the goods and services they offer is thought to be a benchmark for the study. |
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