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Low Customer Satisfaction for Facebook Opens Door for Google+

ANN ARBOR, Mich. July 19, 2011 American Customer Satisfaction Index ForeSee Results

Larry Freed

Facebook is just one story emerging from today’s report. The ACSI E-Business Report covers three categories of e-business: social media, portals and search engines, and online news. This is the twelfth annual report of its kind, allowing companies and analysts to track the performance of these organizations over time by a critical metric: customer satisfaction.

Social Media:

Search Engines and Portals:

"While Google+ is the challenger to Facebook’s established dominance in the social media sphere, in the search engine wars, Google is king and Bing is hoping to be a contender," added Freed. "Last year, Google’s customer satisfaction score was three points higher than Bing’s. This year, that gap narrows to one point. Bing is showing it can challenge Google in terms of revenue, market share, and the customer experience."

News Websites:

Claes Fornell The Satisfied Customer.

About the ACSI

the United States

University of Michigan Ross School

About ForeSee Results

As the leader in customer satisfaction measurement, ForeSee Results captures and analyzes voice-of-customer data to help organizations increase loyalty, recommendations and marketing value. Using the methodology of the American Customer Satisfaction Index (ACSI), ForeSee Results identifies improvements across all channels and touch points that drive customer satisfaction. With over 60 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management for clients around the world.

Ann Arbor, Michigan

Sarah Allen-Short
[email protected]
Amanda Piasecki
[email protected]

SOURCE ForeSee Results

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