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American Customer Satisfaction Index Annual E-Business Report

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American Customer Satisfaction Index – Annual E-Business Report, August 18, 2009, by Larry Freed
President and CEO, ForeSee Results

  • “In 2009, the American Customer Satisfaction Index (ACSI) score for the e-business sector rises to an all-time high of 81.5 on the ACSI’s 100-point scale, a 29% increase in customer satisfaction since the industry was first measured in 2000. The aggregate e-business score is comprised of an average of many individual portals, search engines, and news websites, all of which were also rated on the ACSI’s 100-point scale and are discussed later in the report. The ACSI e-business sector is made up of two major industries and measures the players with the greatest market share in each industry: search engines and portals (AOL, Ask, Google, MSN, and Yahoo) and news and information sites (ABCNews.com, CNN.com, MSNBC.com, NYTimes.com, and USAToday.com)”
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