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View Full Version : Metrics: American Consumer Satisfaction Index (ACSI)


garyp
08-24-2004, 09:10 AM
E-Biz Satisfaction Improves, Lags
Source: Clickz
http://www.clickz.com/news/article.php/3398821

New American Consumer Satisfaction numbers are out today and search engines and portals are included in the mix.


Using a 100-point scale, the ACSI measures seven economic sectors, 39 industries, and more than 200 companies and federal or local government agencies. In the second quarter of each year, the ACSI measures customer satisfaction with leading e-business companies, focusing on search engines, portals, and news and information sites.

In the search engines category Google still leads but is "showing vulnerability."


Highly ranked Google displayed vulnerability, as the search engine's index has remained virtually unchanged since 2002. "Google's cultural popularity (fueled to even higher levels as a result of their IPO) can for a period keep it in the leadership position. This is often referred to as 'the halo effect.' Over time, the halo effect will wear off if they do not continue to provide a great level of satisfaction," said Larry Freed, president and CEO of ForeSee Results.

The "All Others" category is in second place up one percentage point over last year. AltaVista and Jeeves are named in this category.
Comment: Why AltaVista and not AllTheWeb?

In the portals category Yahoo is tied with the "All others" category.

A bit more and a few charts here:
http://www.theacsi.org/press_releases/0804q2.pdf