« Searching for a Good Book | Main | Setting A Date For Search Marketing Day »
May 4, 2005
Google Faces Customer Satisfaction & Advertiser Trust Issues
Google: biting the hand that feeds it? from CNN Money shows Google slipping in some aspects of customer satisfaction among advertisers.
An annual survey of 200 ad
executives about customer happiness showed that Google rose overall from seventh
place last year to fifth place this year. However, it had a dramatic drop from
11th to 18th in the "responsiveness and accessibility" subcategory. The story
then goes beyond the report to survey several advertisers not happy about other
issues. One big gripe? Google bigfooting search marketers by trying to grab
accounts away from them. Some past reading related to this issue, for Google and
others:
- Search Publishers Not Friends Of Agencies, SEMs
- Advertisers Fears That Search Buys May Help Competitors
- Google AdWords Professional Status Not Good Enough For Google
- Is Google ever going to figure out how to handle Ad Agencies?
- Google Adwords Professionals - First batch of qualified SEMs due this week
- Agency Commission Or Discount Offered On Search Ads?
By the way, Yahoo comes out better than Google in the survey, ranked second overall and seventh in the responsiveness subcategory. AOL comes behind Google, ranked 14th and 21st, respectively. MSN is further behind, 19th and 43rd. Ask is also behind, ranked 20th and 27th.
Posted by Danny Sullivan at May 4, 2005 8:24 AM
Stumble It!
Digg this!
Add to del.icio.us
