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	<title>Digital Daily &#187; ACSI</title>
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	<description>by John Paczkowski</description>
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		  <title>All Things Digital</title>
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		<title>Google: Satisfaction Guaranteed</title>
		<link>http://digitaldaily.allthingsd.com/20090818/google-satisfaction-guaranteed/</link>
		<comments>http://digitaldaily.allthingsd.com/20090818/google-satisfaction-guaranteed/#comments</comments>
		<pubDate>Tue, 18 Aug 2009 14:28:43 +0000</pubDate>
		<dc:creator>John Paczkowski</dc:creator>
				<category><![CDATA[Digital Daily]]></category>
		<category><![CDATA[Google]]></category>
		<category><![CDATA[Internet]]></category>
		<category><![CDATA[John Paczkowski]]></category>
		<category><![CDATA[Microsoft]]></category>
		<category><![CDATA[Yahoo]]></category>
		<category><![CDATA[digital]]></category>
		<category><![CDATA[search]]></category>
		<category><![CDATA[software]]></category>
		<category><![CDATA[ACSI]]></category>
		<category><![CDATA[American Consumer Satisfaction Index]]></category>
		<category><![CDATA[AOL]]></category>
		<category><![CDATA[Ask.com]]></category>
		<category><![CDATA[Bing]]></category>
		<category><![CDATA[boatloads of value]]></category>
		<category><![CDATA[customer satisfaction]]></category>
		<category><![CDATA[ForeSee Results]]></category>
		<category><![CDATA[GOOG]]></category>
		<category><![CDATA[Larry Freed]]></category>
		<category><![CDATA[market share]]></category>
		<category><![CDATA[MSFT]]></category>
		<category><![CDATA[MSN]]></category>
		<category><![CDATA[Newegg.com]]></category>
		<category><![CDATA[ranking]]></category>
		<category><![CDATA[search engine]]></category>
		<category><![CDATA[YHOO]]></category>

		<guid isPermaLink="false">http://digitaldaily.allthingsd.com/?p=23199</guid>
		<description><![CDATA[Google leads the search industry in market share. No surprise, then, that it leads the industry in customer satisfaction as well. The company has once again achieved top rank among Internet search engines and portals in the American Consumer Satisfaction Index, the seventh time it has done so in eight years.]]></description>
			<content:encoded><![CDATA[<p><img src="http://digitaldaily.allthingsd.com/files/2009/08/51-150x150.gif" alt="51" title="51" width="150" height="150" class="alignright size-thumbnail wp-image-23202" />Google <a href="http://digitaldaily.allthingsd.com/20090129/google-search-market-blob/">leads</a> the search industry in <a href="http://digitaldaily.allthingsd.com/20081219/beware-the-goog/">market share</a>. No surprise, then, that it leads the industry in customer satisfaction as well. </p>
<p>The company has once again achieved top rank among Internet search engines and portals in <a href="http://www.theacsi.org/">the American Consumer Satisfaction Index</a>, the seventh time it has done so in eight years. This year Google (GOOG) received 86 points, out of a possible 100,  besting Yahoo’s (YHOO) 77 points, Microsoft’s (MSFT) 75, Ask.com’s 74 and AOL’s 70. </p>
<p><a href="http://digitaldaily.allthingsd.com/files/2009/08/acsi_search.jpg"rel="lightbox"><img src="http://digitaldaily.allthingsd.com/files/2009/08/acsi_search-250x133.jpg" alt="acsi_search" title="acsi_search" width="250" height="133" class="aligncenter size-medium wp-image-23200" /></a></p>
<p>That’s a nice lead and one Google should have no trouble maintaining if it stays its course. This, in spite of <a href="http://mediamemo.allthingsd.com/20090818/two-months-plus-a-big-ad-blitz-equal-a-modest-move-for-bing/">Microsoft’s new search effort, Bing,</a> and <a href="http://kara.allthingsd.com/20090729/complete-coverage-yahoo-microsoft-deal/">its “boatloads of value” search deal with Yahoo</a>. </p>
<p>Though the latest ACSI scores don’t reflect either (they were complied prior to Bing’s launch and the Microsoft-Yahoo announcement)  Larry Freed, president and CEO of ForeSee Results, which compiles the rankings, doesn’t see them doing much to undermine Google. As Freed notes, Google is unquestionably king of search and the only competition in ACSI’s search category is for second place. </p>
<p>&#8220;Where will Bing&#8217;s market share come from? From Yahoo and MSN initially and maybe from Ask.com, though Ask is a niche player with stable customer satisfaction and market share,&#8221; Freed said. &#8220;It seems unlikely that customers will actually leave Google in enough numbers to allow Bing to seriously challenge Google’s market dominance, given Google’s extremely high customer satisfaction.&#8221;</p>
<p>Freed adds: &#8220;People are happy with Google, so why would they switch? They might switch if Bing is better, and that’s a tall order considering Google is the second-highest scoring ACSI service-sector company, behind Newegg.com. Bing has been called a search engine war &#8216;game changer,&#8217; but Google’s game will be very hard to change at this point. If anyone can do it, it’s the combined resources and market share of Yahoo and MSN.&#8221;</p>
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		<title>Apple Tops Customer Satisfaction Survey For Time Being</title>
		<link>http://digitaldaily.allthingsd.com/20080819/apple-tops-customer-satisfaction-survey-for-time-being/</link>
		<comments>http://digitaldaily.allthingsd.com/20080819/apple-tops-customer-satisfaction-survey-for-time-being/#comments</comments>
		<pubDate>Tue, 19 Aug 2008 18:00:33 +0000</pubDate>
		<dc:creator>John Paczkowski</dc:creator>
				<category><![CDATA[Apple]]></category>
		<category><![CDATA[Digital Daily Live]]></category>
		<category><![CDATA[John Paczkowski]]></category>
		<category><![CDATA[Microsoft]]></category>
		<category><![CDATA[ACSI]]></category>
		<category><![CDATA[American Customer Satisfaction Index]]></category>
		<category><![CDATA[battery defect]]></category>
		<category><![CDATA[Bill Gates]]></category>
		<category><![CDATA[consumer sentiment]]></category>
		<category><![CDATA[data reception]]></category>
		<category><![CDATA[Dell]]></category>
		<category><![CDATA[Devil Mountain Software]]></category>
		<category><![CDATA[fire]]></category>
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		<category><![CDATA[iPod nano]]></category>
		<category><![CDATA[Japan]]></category>
		<category><![CDATA[METI]]></category>
		<category><![CDATA[Ministry of Economy Trade and Industry]]></category>
		<category><![CDATA[MobileMe]]></category>
		<category><![CDATA[operating system]]></category>
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		<category><![CDATA[outage]]></category>
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		<category><![CDATA[Windows Vista]]></category>
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		<guid isPermaLink="false">http://digitaldaily.allthingsd.com/?p=3530</guid>
		<description><![CDATA[[ See post to watch video ]]]></description>
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		<title>Well, This Is Pretty Funny &#8230;</title>
		<link>http://digitaldaily.allthingsd.com/20080819/well-this-is-pretty-funny/</link>
		<comments>http://digitaldaily.allthingsd.com/20080819/well-this-is-pretty-funny/#comments</comments>
		<pubDate>Tue, 19 Aug 2008 14:58:11 +0000</pubDate>
		<dc:creator>John Paczkowski</dc:creator>
				<category><![CDATA[Apple]]></category>
		<category><![CDATA[Digital Daily]]></category>
		<category><![CDATA[John Paczkowski]]></category>
		<category><![CDATA[ACSI]]></category>
		<category><![CDATA[American Customer Satisfaction Index]]></category>
		<category><![CDATA[Claes Fornell]]></category>
		<category><![CDATA[consumer]]></category>
		<category><![CDATA[iPhone 3G]]></category>
		<category><![CDATA[iPod]]></category>
		<category><![CDATA[Mac]]></category>
		<category><![CDATA[MobileMe]]></category>
		<category><![CDATA[ranking]]></category>

		<guid isPermaLink="false">http://digitaldaily.allthingsd.com/?p=3487</guid>
		<description><![CDATA[My God, the irony-- it BURNS. The American Customer Satisfaction Index (ACSI) on Tuesday gave Apple its highest-ever score, awarding the company a record 85 points in its 2008 survey of consumer sentiment. This, as customer satisfaction with Apple’s iPhone 3G and MobileMe service presumably plummets thanks to some much-publicized outages and failures.]]></description>
			<content:encoded><![CDATA[<p><img src="http://digitaldaily.allthingsd.com/files/2008/08/jobs_koolaid2-300x292.jpg" alt="" title="jobs_koolaid2" width="200" height="192" class="alignright size-medium wp-image-3491" />My God, the irony&#8211;it BURNS. The American Customer Satisfaction Index (ACSI) on Tuesday <a href="http://www.theacsi.org/images/stories/images/news/0808q2.pdf">gave Apple its highest-ever score (PDF)</a>, awarding the company a record 85 points in its 2008 survey of consumer sentiment. This, as customer satisfaction with Apple&#8217;s <a href="http://digitaldaily.allthingsd.com/20080818/iphone-202-it-just-works/">iPhone 3G</a> and <a href="http://digitaldaily.allthingsd.com/20080819/mobilemea-culpa-redux/">MobileMe service</a> presumably plummets thanks to some much-publicized outages and failures. </p>
<p>&#8220;We haven&#8217;t seen anything like this before, where a company scores 10 points over its nearest rival,&#8221; <a href="http://www.computerworld.com/action/article.do?command=viewArticleBasic&amp;articleId=9112920&amp;intsrc=hm_list">said ACSI head Claes Fornell</a>. &#8220;It&#8217;s almost an aligning of the stars. There was a question mark last year about Apple, that maybe it had taken its eye off the ball by concentrating on the iPhone, but now, the iPhone and iPod and Mac are nicely aligned.&#8221;</p>
<p>Of course, ACSI scores don&#8217;t yet reflect the the pair of black eyes Apple&#8217;s (AAPL) suffered in the past few months courtesy of the iPhone 3G and MobileMe. And they will undoubtedly weigh heavily on the company&#8217;s next ranking. Said Fornell, &#8220;Apple will be very difficult to catch, but I don&#8217;t think that these results, where there&#8217;s a 10-point difference, will hold.&#8221;</p>
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