ACSI E-Business Report: Google Reigns

The latest ACSI e-business report is out today with conclusive findings: with a score of 86 on the ACSI's 100-point scale, Google outperforms nearest competitor Yahoo by nine points and outperforms MSN by 12 points. Bing wasn't included in this study because the research was done before Bing formally launched.

It seems to me that Bing couldn't have come at a better time for Yahoo and MSN. Since customer satisfaction predicts customer loyalty and retention, future financial performance, and even stock prices, their best chance at this point is to combinemarketshare resources to get traffic. Problem is, though the early Bing market share numbers are good, it's mostly the result of that Yahoo andMSN market share that is being handed to Bing on a silver platter, along with the advertising and PR of the launch...excitement is high and willingness to experiment is high. But where is Bing going to get that long term advantage over Google? If Google has anACSI score of 86 and if Bing comes in about where MSN is today (75), no one will have any reason to switch long term. The only place to get the long-term advantage is from satisfying customers. Bing has to be as committed --or more--than Google. And that's a tough row to hoe. Not only because satisfaction with Google is so high but because Google and Bing have a revenue model that depends on advertising, which searches don't like. Search engines are figuring out how to make money without annoying searchers too much. It's a balance. 

If you are interested in our full report check it out  here.

Quick poll:

Can Bing do it?

What's your prediction for the Google v. Bing head to head?

Will you try Bing?

Comments

[Kevin Ertell]

Bing definitely has a tough road, but I've tried it and liked it. In testing the same searches, I've found Bing and Google return different result lists, and sometimes Bing's are better. Of course, sometimes Google's are better, too. I think Bing's image search feature is definitely better than Google's. I like the ability to constantly scroll through images, and the refinement options available work pretty well. I also like Bing's option to the right of each listing, although they sort of bury that option inexplicably so that you have to hover over it to know it's there.

I'm not sure any of that will mean that Bing will overtake Google head-to-head. As the ASCI findings report, Google is doing an excellent job satisfying its customers, and they've set the bar extremely high for Bing. They're a nice alternative source when needed, though.

[Sarah]

I tried that bling taste test you linked to in a previous blog post, and I was about 50/50 for Bing. That said, I sort of prove your theory because I'm very satisfied with Google. So I tried Bing, and I liked it, but it didn't blow me away. People like what they're familiar with and it would have to be amazing for me to bother to switch. So I like it; it's good. If Google went away, I'd be fine with using Bing. But I'm happy with Google and not really inclined to switch barring huge new functionality.

[Sarah]

I meant "blind taste test" not bling taste test. Which would also be cool.

[Jason]

In many ways, Google really set the standard and established search expectations that have since been the bar to be met by any subsequent competitors. Whether or not the manner in which features and functionalities manifested on the site were the best way to accomplish the relevant activity is debatable, but as Kevin points out there are clearly better ways to do them now that Google hasn't implemented.

Search results quality aside, I wonder how much of Google's CS score is due to visitors just expecting everything to be done the Google way, and not taking the time to evaluate if new methods actually better safisfy their needs? Are those searching using Google's various implimentations of feature and functionalities just looking at competitors and saying "They don't do it like Google" and becoming unsaisfied?

[Electric treadmill]

I think those are two massive points. So while Bing in my opinion has by far the best user experience, and the best search site for mom and dad, high school students, parents, grandparents, and the general population, I still think Google returns search results that we have come to expect as technically savvy people.

[Luxury bedding ensembles]

Google continues its supremacy, despite the clamor over emerging search engines attempting to dethrone it. These providers approach search from different perspectives (semantic, social, community-based) and present their results in fresh forms (design, layout, structure) in the hope that their new package will appeal more to the masses. However, it's apparent that search dominance is as much about branding, popularity, and financial backing as it is about relevance or looks.

[Off road bumpers]

The December 2009 global search stats are out from comScore and unsurprisingly Google took the top spot for total worldwide searches last month, with 87.8 billion searches over Google sites.

[Enclosed cargo trailer]

In her first article for SitePoint, Mihaela examines Google's sustained effort at search domination.

[Garden tractor attachments]

I'm not sure any of that will mean that Bing will overtake Google head-to-head. As the ASCI findings report, Google is doing an excellent job satisfying its customers, and they've set the bar extremely high for Bing.

[Decorative wall shelves]

These providers approach search from different perspectives (semantic, social, community-based) and present their results in fresh forms in the hope that their new package will appeal more to the masses.

[Sweet sixteen ideas]

You made some good points here.Keep us posting. Excellent article i am sure that i will come back here soon. What template do you use in your site?

[Marine fuel tank]

The optimism for wireless services stems from a finding that customer satisfaction increased 4% over the past year ending in March, setting a new all-time high of 72 on ACSI's 100-point scale, VanAmburg said. The overall national index for all the companies ACSI studies is now at 75.9. ACSI is a private company affiliated with the University of Michigan.

[Retaining wall ideas]

ACSI attributed the increase in customer satisfaction to new wireless services, simplified usage plans and better pricing.

[Chicken nesting boxes]

I'm not sure any of that means that Google will surpass Bing head to head. As the report ASCI results, Google is doing an excellent job of satisfying customers, and have set the bar very high for Bing. They are a good alternative source if necessary, however.

[Edible cake decorations]

I'm not sure any of that means that Google will surpass Bing head to head. As the report ASCI results, Google is doing an excellent job of satisfying customers, and have set the bar very high for Bing. They are a good alternative source if necessary, however.

[Fast growing hedges]

I meant "blind taste test" no bling taste test. What also would be great.

[Wise boat seats]

Search results of quality aside, I wonder how Google CS scoring visitors must simply hope that everything is done in the way Google, and not taking the time to evaluate whether the new methods actually better safisfy their needs? They are those who seek to use Google implimentations several features and functionalities looking at competitors and say "Do not do it like Google" and unsaisfied becoming?

[metastatic breast cancer]

Very interesting post. Loved the way you described everything. Will surely be returning to read more. Cheers

[metastatic breast cancer]

Very interesting post. Loved the way you described everything. Will surely be returning to read more. Cheers

[breast cancer walks]

It’s no secret that cancer is one of the highest reasons for deaths in the world.....

[breast cancer walks]

There have been number of researches done in the world to find out cure for this disease but they have not yet been fully successful

[Breast Cancer fundraising]

There have been number of researches done in the world to find out cure for this disease but they have not yet been fully successful

[Patio umbrella parts]

Whether or not the manner in which the features and functionality appears on the site were the best way to carry out the activity concerned is debatable, but as Kevin points out there are ways clearer than they do now that Google has put in practice.

[handheld marine gps]

Google does indeed reign supreme. Would be interesting to see the study results with Bing thrown into the mix.

[homemade pregnancy test]

Search results of quality aside, I wonder how Google CS scoring visitors must simply hope that everything is done in the way Google, and not taking the time to evaluate whether the new methods actually better safisfy their requirements?

[popcorn ceiling removal]

As the report ASCI results, Google is doing an excellent job of satisfying customers, and have set the bar very high for Bing.

[Guinea pigs for sale]

Bing was not included in this study because the research was done before Bing officially opened.

[Inground pool cost]

I'm not sure any of that means that Google will surpass Bing head to head. As the report ASCI results, Google is doing an excellent job of satisfying customers, and have set the bar very high for Bing. They are a good alternative source if necessary, however. Aw, this was a really quality post. In theory I'd like to write like this too - taking time and real effort to make a good article... but what can I say... I procrastinate alot and never seem to get something done.

[Short hairstyles 2011]

I'm not sure any of that means that Google will surpass Bing head to head. As the report ASCI results, Google is doing an excellent job of satisfying customers, and have set the bar very high for Bing. They are a good alternative source if necessary, however. Always good to see people forming together to find more ways of free energy. This world needs more persons like you, great blog post, look forward to reading more. thanx

[Popular hairstyles 2011]

I meant 'blind taste test' not bling taste test. Which would also be cool. I think improvement would be a good solution. In fact, many schools didn't care about the curriculum and just went with their own rules.

[digital camcorder]

There may be something you need.And they are cheap and high quality.You will like them!!Lol!!

[computer accessories]

Someday i missed her so much.

[7 days herbal]

One day she will come back.

[pickegg wholesale electronics]

Maybe i need say other things here.

[led strip lights]

Time can change most of things.