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Google Finance, Govt, Policy and Business Issues Forum

    
Comsumer Satisfaction highest with Google
Brett_Tabke




msg:1231966
 3:18 pm on Aug 30, 2004 (gmt 0)

[inc.com...]

Customer satisfaction in three areas of e-business jumped an aggregate 1.5 percent over the past year and 5.6 percent since 2002, according to the University of Michigan's American Customer Satisfaction Index (ACSI). Led by market leader and now public company Google, search engines garnered the highest average satisfaction levels in the e-business category, scoring an 80 out of 100, a 17.6 percent increase over the past two years, outdistancing the other two e-business subcategories: portals (71) and news and information sites (75).

 

gopi




msg:1231967
 4:01 pm on Aug 30, 2004 (gmt 0)

So except those in the tiny world of penalised webmasters and IPO bankers all other people love Google , huh :)

ogletree




msg:1231968
 4:14 pm on Aug 30, 2004 (gmt 0)

I have been saying this for a while. People are just happy with Google right now. There is no backlash with droves of people leaving Google. The only people unhappy are a tiny group of webmasters. The gerneal public still types www.domain.com in the G search box and are happy that G found it for them. They click on ads for other search terms and they click on spam sites and stil buy things. The staus quo is working right now and a lot of people are getting rich including Google.

esllou




msg:1231969
 4:51 pm on Aug 30, 2004 (gmt 0)

agree totally. We are always in danger of living in an isolated bubble here in webmaster world (not webmasterworld the site!)

for every webmaster who comes on here saying "G is looking awful...my sites are nowhere", there are 2000 ordinary members of the surfing community who continue to use their search engine of choice oblivious to the fact that "anchor text" is suddenly 4% more important than it was.

jimbeetle




msg:1231970
 4:52 pm on Aug 30, 2004 (gmt 0)

scoring an 80 out of 100, a 17.6 percent increase over the past two years, outdistancing the other two e-business subcategories: portals (71) and news and information sites (75)

Yeah, but over the past one year the increase in satisfaction numbers considerably narrow: search engines 2.6%, portals 1.4%, news and info 1.4%.

And get this, while Google was flat, stuck at 82 over the one year, the biggest satisfaction increase for all measured properties in the three categories was Alta Vista at 4.8%.

You can get to all numbers at the ACSI [theacsi.org] site.

BeeDeeDubbleU




msg:1231971
 5:02 pm on Aug 30, 2004 (gmt 0)

Could part of this not be attributable to the fact that lots of users do not know why they are seeing bad search results and as a result don't blame Google?

Is it not possible that many people blame themselves when they cannot find what they are looking for perhaps thinking that they have not searched properly?

hannamyluv




msg:1231972
 5:19 pm on Aug 30, 2004 (gmt 0)

Is it not possible that many people blame themselves when they cannot find what they are looking for perhaps thinking that they have not searched properly?

No.

Rule #1 Most people who use the internet do not know how to use the internet.

Rule #2 Most people who use the internet are certain they do know how to use the internet.

Liane




msg:1231973
 8:07 pm on Aug 30, 2004 (gmt 0)

But this is a "new report" done whilst Google had been settled down for quite some time.

People have very short memories and frankly, even though my site has suffered a few small set backs in the past couple of weeks, I think Google's results are far better and much more up to date than anyone elses!

But ask the consumer again, immediately after the next major algo tweek! I would put money on it that we'll all be chasing our tails in October or November again or maybe even sooner! :)

Jbrookins




msg:1231974
 9:35 pm on Aug 30, 2004 (gmt 0)

I know this is painful to hear, but Google's target audience probably won't even notice the algo tweak. Google doesn't really care about webmasters' and internet professionals'opinions, they're after the same people we are.

They understand we inherently,have a conflict of interest. While I'm sure they appreciate our feedback, our opinions mean very, very little in the grand scheme of things.

When will people catch on that the internet has moved far, far beyond 1997. We don't have near the impact we did back then. It's moved far beyond where even a large community like this one can push joe consumer one way or the other. Just because people here pitch a hissy doesn't mean Google is going to topple.

Hardwood Guy




msg:1231975
 9:59 pm on Aug 30, 2004 (gmt 0)

"Is it not possible that many people blame themselves when they cannot find what they are looking for perhaps thinking that they have not searched properly?"

Thinking back when I was a newbie in '97, I just assumed (the search topic) it didn't exist on the internet. The assumption is right---average Joe probably doesn't give a hill of beans if he can't find something.

Pretty funny hanna

Teshka




msg:1231976
 11:28 pm on Aug 30, 2004 (gmt 0)

The gerneal public still types www.domain.com in the G search box and are happy that G found it for them.

lol, too true. I'm always amazed at those top-searches-from-today kind of things where yahoo and ebay are usually in the top 10 or 20. Who searches for "yahoo" instead of just typing in the URL? Apparently a lot of people...

mivox




msg:1231977
 11:35 pm on Aug 30, 2004 (gmt 0)

I once had a client type her exact domain name into Yahoo, and turn to me in amazement when she came up #1, asking, "How is that possible? I'm not really #1 in Yahoo, am I?"

Being the honest type, I explained that she should always come up first, if she types in her actual domain name.

I'm sure if you asked her how satisfied she was with Yahoo, she'd give it very high marks... it's her default start page. If Google was her default page, she'd probably give them high marks too.

BeeDeeDubbleU




msg:1231978
 7:49 am on Aug 31, 2004 (gmt 0)

Who searches for "yahoo" instead of just typing in the URL? Apparently a lot of people...

This is natural behaviour and not as silly as it sounds. People are not using Google to *search* for Yahoo per se.

If I am using Google and I decide that I want to go to Yahoo I can use my mouse to locate the cursor in the address bar, delete the current entry and type in the Yahoo domain name, (which I must know but, believe it or not, may not).

Or ...

I can type the word Yahoo in the Google search bar, which I am already using, and be confident that it will appear at the top of the results. All I need now do is click on the entry.

Many people, particularly those with poor typing skills, find the latter method quicker and more efficient.

internetheaven




msg:1231979
 8:00 am on Aug 31, 2004 (gmt 0)

I hear everyone that is saying that Google is great and that the only bashing it gets is from disgruntled webmasters but I have to disagree. Spam is not in the users best interest and now it is not limited to the commercial searches only.

In Google's greed for pages it is indexing search engine results pages of affiliate search engines (mostly espotting affiliates) which then puts unrelated commercial listings in the information searches. They have a big problem with spam and the only reason people are saying they think it is good is because they don't have much else to go on. Roll on MSN!

Anyway, if you search for "best search engine" Dogpile ranks higher than Google so I wonder what the webmaster community's inbound text for Google is?

BeeDeeDubbleU




msg:1231980
 8:38 am on Aug 31, 2004 (gmt 0)

I hear everyone that is saying that Google is great and that the only bashing it gets is from disgruntled webmasters but I have to disagree. Spam is not in the users best interest and now it is not limited to the commercial searches only.

This is all about objectivity and I would like to know exactly who they got their results from. I would be willing to bet that if they asked the same sample to name three alternative search engines some of them would struggle to do so. Google is flavour of the month more because it is never out of the news than because of the value of its SERPs.

People digest all the media stories about the golden boys from Stanford and the IPO, etc. and G gains massive public goodwill through this. Lets' face it - G is trendy folks! MSN and Yahoo are not.

What we really need to do is to get some kind of objective system in place that will compare and rank the search engines properly. Perhaps there is one somewhere that is based on something other than people's personal opinion?

mumbledawg




msg:1231981
 5:04 pm on Aug 31, 2004 (gmt 0)

People are creatures of habit, they are not going to immeadiately change search engines if they don't like the results. It will be a slow process just like it was when google first became king.

ogletree




msg:1231982
 5:11 pm on Aug 31, 2004 (gmt 0)

Google is ingrained in everyones head. Google has a critacal mass. Getting rid of Google would be like trying to get rid of Coke or Pepsi. They were first to get in peoples minds and they will stay there.

mumbledawg




msg:1231983
 11:24 pm on Sep 8, 2004 (gmt 0)

No, Yahoo was first and look what happend to them when Google came along. Netscape used to be more popular than IE until Bill came along. Who knows, maybe in the future Google will be displaying MSN results the way Yahoo was using Google results. And then there is Teoma...

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