Google sported an 83 percent customer satisfaction rating, followed closely by Bing. At the bottom of the ACSI survey was Facebook with 66 percent share. Google+ may help Google gain on Facebook.
Google+ could help the search engine
boost its already leading customer satisfaction score versus the likes of
Facebook, Microsoft Bing and other Internet companies, according to the
American Customer Satisfaction Index (ACSI) report.
With an 83 percent score, Google
(NASDAQ:GOOG) remains the most popular search engine in customer satisfaction,
growing 4 points from a year ago, found the ACSI report, created with customer analytics firm ForeSee Results.
ACSI solicits data from interviews with some 70,000 business customers each
Microsoft's (NASDAQ:MSFT) Bing
search engine was hot on Google's tail with an 82 percent customer satisfaction
rating, up 7 percent from a year ago. ACSI and ForeSee rate anything above 80
percent as an excellent score.
Facebook, which has more than 750
million users, scored 66 percent. That was the lowest-scoring Website in the
social media, behind both Wikipedia (78 percent) and YouTube (74 percent).
Worse, only 14 other sites of the
226 private-sector companies measured by the ACSI have scores equal to or less
than Facebook's, putting the social network in the bottom percent of the
That means Facebook is ranked with
cable companies and airlines, industries for which customers seem to reserve
the most pernicious ire.
The social network's low score
potentially presents an interesting theme to watch. Facebook is the dominant
social platform, largely because most of their friends patronize the platform.
The advent of Google+, which has
amassed 10 million-plus users in the three weeks since its inception, may
provide such an alternative if the company lets enough users in to try it.
Noting that the survey was conducted
in June before Google+ launched, ForeSee President and CEO Larry Freed said
it's possible Google could gain more customer satisfaction share at Facebook's
expense if the service continues to prove popular. Google+ is, after all, only
in a limited field test.
"An existing dominance of
market share like Facebook has is no longer a safety net for a company that is
not providing a superior customer experience," Freed said.
Perhaps, but 10 million users to 750
million users is likely an impossibly large gulf for Google to close versus
The trend will be interesting to
watch because if Facebook's satisfaction scores continue to be low and more
users jump to Google+ as an alternative, it might make for more interesting
competition in the very lopsided social network arms race.
One way Google is dinging Facebook
in the customer approval segment is through its Data Liberation Front, a group
of Google engineers who work on software tools to let users freely export their
data from Google to other Web services.
The group has taken an
"open" approach to data portability while strongly implying that Facebook's
walled garden will turn off users and send them to the comfort of Google+.
Time will tell on that score.