Google, Apple Rank Highest With Customers - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Government // Mobile & Wireless

Google, Apple Rank Highest With Customers

Despite its strong ranking, Apple was the only computer company to see its position drop since last year, according to the American Customer Satisfaction Index.

Customer satisfaction for Google as a Web portal and search engine far outranks its competitors, according to an annual study. For the second year in a row, Google scored 86 out of 100 in the University of Michigan's American Customer Satisfaction Index, while its closest competitor, Yahoo, trailed at 77.

And in the PC industry, Apple remains on top this year with a score of 84, which is nine points higher than its closest rival, Dell. Apple's score was down 1% from the previous year.

The index, published each year, is developed with data drawn from interviews with 70,000 customers nationwide of products and services.

In the Web portal and search engine area, companies trailing Yahoo on customer satisfaction include MSN (with a score of 75), (74), and AOL (70). The surveys were conducted before Microsoft launched the Bing search engine into the market in May.

The rankings portend "a very difficult road ahead" for Bing, since the study has proved to be a good predictor of future market success, according to a report published by Larry Freed, CEO of consulting firm ForeSee Results. For example, Google scored a 10% jump in customer satisfaction in 2008, followed by a 7% increase in search market share in 2009.

"Where will Bing's market share come from? From Yahoo and MSN initially and maybe from, though Ask is a niche player with stable customer satisfaction and market share," Freed wrote. "But 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."

Customer satisfaction rankings for the top five Web portal companies had not changed since last year. But Google hasn't always been tops in satisfaction: in 2007, Google, with 78 points, trailed Yahoo, with 79.

Overall, customers were 2.8% more satisfied with the Web portal/search industry than they were last year; the "e-business" category achieved an average score of 81.5. The category is up to 29.4% since 2000, supporting the fact that people are increasingly turning to the Internet as a source of information.

Meanwhile, customer satisfaction with the overall PC category was up 1.3% to 75 this year, primarily due to improved satisfaction with Windows PCs. Compaq's score was up 6% to 74; Gateway's up 3% to 74; and Hewlett-Packard's was up 1% to 74. Dell's score was 75, the same as last year.

Even though Apple remained far ahead of the pack at 84, it was the only one of the top five brands to see a decline in its customer satisfaction score.
Download the Aug. 3 issue of InformationWeek. It's the second of four digital issues we're producing this year in lieu of printed ones in an effort to reduce our carbon footprint. Access is free, but you must be a registered member of the InformationWeek Business Technology Network. (Membership is free and takes only a few minutes.) Find out more.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
InformationWeek Is Getting an Upgrade!

Find out more about our plans to improve the look, functionality, and performance of the InformationWeek site in the coming months.

Pandemic Responses Make Room for More Data Opportunities
Jessica Davis, Senior Editor, Enterprise Apps,  5/4/2021
10 Things Your Artificial Intelligence Initiative Needs to Succeed
Lisa Morgan, Freelance Writer,  4/20/2021
Transformation, Disruption, and Gender Diversity in Tech
Joao-Pierre S. Ruth, Senior Writer,  5/6/2021
White Papers
Register for InformationWeek Newsletters
Current Issue
Planning Your Digital Transformation Roadmap
Download this report to learn about the latest technologies and best practices or ensuring a successful transition from outdated business transformation tactics.
Flash Poll