Study Shows People Are More Than Happy with Google

When it comes to technology products, there are often situations when people are very upset with the products they use or try to use. Reasons can vary from lack of experience or knowledge to overall lack of usability of the product. But no matter whose fault it actually is, users rarely want to admit that they can’t use a product because they themselves don’t have enough skills to do it – and simply rant furiously on Twitter, Facebook, on their blogs or in real-life conversations with their friends about how bad this or that product is.

Of course it is not difficult to name the company that gets the most furious comments from users – it must be Microsoft for at least one reason: the products of the corporation are widely used (frequently with the users not even willing to be a PC but following the standard practices in their organizations) so the mere number of people who have a chance of making an error in the process is very high and guarantees a fair percentage of users who will be unhappy.

But not all the big companies with enormous numbers of users can face the same attacks from their own users – on the contrary, some of the best-known brands enjoy very high customer satisfaction indices. The most recent study of customer satisfaction index in the US demonstrates that Google, the most expensive brand in the world, by the way, also has a very high indicator of customer satisfaction with 86 out of 100 points in the search engines and portals category – followed by Yahoo with 77 points.

Unfortunately, the study only covers portals, search engines, and news and information websites so no information on how to compare Google’s success with Microsoft in their respective major fields of businesses is available. Also the study was carried out before Bing launch so Bing is nowhere to be seen now but the results next year will probably be influenced by how well Bing does in the search market. But it is obvious that Google not only owns the largest market share in web search, what matters is that so many Google users are absolutely happy with their search engine experience, so it is obvious that it will be amazingly difficult for Microsoft to steal users from Google.

The most interesting fact is that overall people seem to be very happy with the web services that they consume: at 81.5 points the overall satisfaction of consumers with e-businesses is even higher than it was last year (up 2.8%). At the same time online news industry leave customers less satisfied as the overall satisfaction declines. Probably this lack of satisfaction is what drives people to user-generated and user-voted news and the blogosphere?