What Does Google's High Customer Satisfaction Rating Mean for Bing?
According to the results of a new survey by the American Consumer Satisfaction Index, Google's users are extremely happy with their search engine. Google scored 86 points out of a possible 100, followed by Yahoo with 77 points. It is important to note, however, that this survey was conducted before Microsoft's Bing arrived on the market, so the current numbers would probably look different. In this survey, Microsoft's Live Search received 75 points. However, while the numbers might be a bit old, they clearly show the problems Bing faces in a marketplace where most consumers are perfectly happy with Google.
Just last week, we had a chance to talk to Stefan Weitz, Microsoft's Director of Bing, and he immediately acknowledged that this was one of Bing's most pressing problems. Users are simply satisfied with the search results they are getting right now and don't see the need to switch. Going to Google is simply a habit that is hard to break.
Breaking the Habit
According to Weitz, this is why Microsoft decided to brand Bing as a 'decision engine' and not just as a search engine. Microsoft wants to get consumers into the habit of demanding more from a search engine than Google can currently deliver. This explains Bing's current focus on shopping and travel, for example, where Bing generally delivers superior results.
In order to gain more traction in a marketplace that is driven by habit, however, Microsoft also partnered with a number of hardware manufacturers to make Bing the default search engine on new computers, for example. Of course, the ubiquitous marketing campaign for Bing has quickly made the new search engine a household name, though as these survey results show, that alone won't be enough to drive a substantial number of users away from Google if the search results on Bing don't live up to users' expectations.
Bing and Yahoo
So far, this campaign seems to be working well enough. According to comScore, Bing is now close to a 9% share of the search market, up from Live Search's 8% in May. Once Bing also takes over Yahoo's search, these numbers will probably top 25%. It is also important to note that most users already use more than one search engine and are now becoming more and more familiar with Bing.
Another positive sign that the Bing team has noticed is that a growing number of users have started to recommend Bing to friends and family, and when asked to name a search engine, the number of users who bring up Bing unaided has also risen dramatically. As we pointed out last week, Bing Shopping is also growing rapidly.
Demand More
Of course, the Bing team is also not just sitting at home twiddling their thumbs and resting on its laurels. Microsoft will continue to update Bing over the next few months and continue to differentiate itself from its closest competitors.
We agree with Weitz that consumers should probably expect more from search engines than just a simple list of links. We will have to see if Bing will succeed to break most users' habit of just going to Google as their default search engine, but, if anything, it will drive Bing's competitors to stay on their toes and continue to innovate as well.
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It was about time they kicked up Live search a notch, but in my opinion it's all inventing hot water.
New search engines are arriving and old ones are trying to improve, but that's all useless because Google is still providing the best search results.
Generally, I don't like companies that are overly dominating their markets, but Google is still Google :D
I don't think people will use Google less just because Bing arrived (except for PPC because AdWords is over-crowded). I do agree that it's a matter of habit and because of that, over-innovating may even do more harm than good...
Google's charm is the "simplicity", and Google will always be Google :)
Google have the great favor from the users rather than the other search engines, but these doesn't make sure that they have the favor for long time,all they have to do is to make sure that they have worked on this properly.
Wow that is like WAY cool dude!
RT
www.online-anonymity.net.tc
I'm sure Google's end users are satisfied, but perhaps they should have asked one of their new customers what they thought of their service?
My first Adwords campaign is still 'under review' after three weeks - I have read about many similar people in the same situation - what a marvellous way to treat new paying customers!
Of course, the first thing I did after waiting a week was to sign up with Yahoo/Bing - which I never would have considered previously. Well done Google.
It means people are too entranced by Google that they won't even give Bing a chance. When you think you are full, you begin to lose appreciation for what it really means to be hungry.
Excuse me, I think you got a little MS ManButter on the side of your mouth.
Perhaps this will be the next anti-competitive move they will be raked over the coals for. They got in trouble for IE, WiMP, and next Bing?
Keep up the good work.
Completely worthless survey. It's like asking what is better, Yahoo or Google, a month after Google came online. Nobody knew Google, and almost everyone would of course say Yahoo.
google is excellent and it provides more features than any other
Thank you for sharing, I thought.
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Completely worthless survey. It's like asking what is better, Yahoo or Google, a month after Google came online.
Blah, we all know Google will be king still for years ;)
I'm afraid you're right Cananito. I wish there was a good competitor. It would make both services better and perhaps the price for advertising on Google would go down.
A good dose of healthy competition never hurt anyone. I like what I've seen from Bing so far & if they offer similar or better services driven to make everyday users happier with content, speed etc. there is no way that Bing can't rise to be good competition for Google! This can only be a win win situation for the us consumers!
Thanks for this article!
RM
Completely agree that the biggest challenge for Bing will be going up against the giant that Google has become. They're the Kleenex of the search industry, and the habit is going to be hard for consumers to break.
Our SVP recently took on a week-long challenge to see if he could break his Google habit. Check out what he discovered -- we would love to get your feedback and hear about your personal search experiences and challenges!
www.t-3.com/blog
When I do a search I allow the search provider some info. That's just reality. Now, do I trust Microsoft with the data or do I trust Google? lol.
The phrase 'Google it' has become a recent phrase of the modern english language. I think for Bing to become the number one search engine in the near future will almost be an impossible situtaion as Google is the current automatic choice. Bing also reminds me very much of the TV sitcom 'Friends' Fancy naming a search engine after the dappy Chandler Bing!