ForeSee Results CEO: Customer satisfaction report illustrates Bing's challenges
An Ann Arbor-based national online retailing expert is skeptical that Microsoft’s high-profile new venture into the Web search engine world will levy a significant dent on Google’s market dominance.
In his "Annual E-Business Report," Freed questioned whether Microsoft’s new Bing search engine could cause serious problems for Google, which had 74.0 percent market share in searches in the four-week period ended June 28.
“It seems unlikely that customers will actually leave Google in enough numbers to allow Bing to seriously challenge Google’s market dominance, given Google’s extremely high customer satisfaction,” Freed wrote. “Bing has been called a search engine war ‘game changer,’ but Google’s game will be very hard to change at this point.”
Google notched a customer-satisfaction score of 86 out of a high of
100 in the ASCI e-business survey, conducted in conjunction with
ForeSee Results. That compares to scores of 77 for Yahoo!, 75 for MSN, 74 for Ask.com and 70 for AOL. However, the study was conducted before Bing went online.
Microsoft introduced Bing in May and two months later struck a
search collaboration deal with Yahoo in an effort to create a serious
competitor of Google. Bing has earned plaudits from tech experts as its
market share has gradually crept upward a bit.
“If anyone can do it, it’s the combined resources and market share of Yahoo and MSN,” Freed wrote.