Portals, News sites, Must Improve Customer Satisfaction

Yeah, oh well, we already knew that…Web portals, search engines and news and information sites, grouped collectively under the e-business category, got an aggregate score of 72.5 out of a possible 100 in this year’s University of Michigan American Customer Satisfaction Index (ACSI) study of this market.

The relevant portion for media companies: the news and information sites category lacks a clear leader, since the highest score went to the collection of companies grouped under the “all others” heading with 75 points. Among Web sites with individual scores, MSNBC.com, ABCNews.com and CNN.com tied in second place with 74 points. The biggest challenge for companies in this category is establishing distinct online personalities to differentiate themselves from their competitors…Right now, customer loyalty to these sites is low in general, the study said.

Personality, eh…where did I hear that one before?

For full results on this study: scores on search engines, portals and news site, go here and scroll down towards midpage…

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