August 25, 2003

The latest results of the American Customer Satisfaction Index (ACSI) indicates that US consumer's level of satisfaction with businesses falling under the e-business category has risen from 68.7 -- based on a scale of zero to 100 -- in 2002 to 71.4 as of Q2 2003.

The ACSI places portals, search engines and news and information Web sites in the e-business category. E-Commerce is its own separate category in the ACSI, scoring 77.6 this year. Of particular note in the ACSI e-business category is the score for search engines, which rose by 10 ratings points to an average score of 78 this year.

The ACSI determines that Google's specific rating of 82 brings the search engine average up, as Ask Jeeves' and Alta Vista's scores remained below 70 each. However, it is important to note that Ask Jeeves' score rose by seven ratings points over the year. The ACSI is from the University of Michigan and ForeeSee Results and is based on the measurement of various components contributing to a customer's satisfaction with a company and the likelihood of future behaviors.

Nielsen//NetRatings determined in July 2003 that the top four online brands among US Net users were all portals, each garnering over 60 million (with MSN and Yahoo! garnering over 80 million) unique visitors in the month of June. Google claimed fifth place in terms of online brands, with over 44 million unique visitors in the month.

Source: e-Marketer

        

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