Here’s a significant question that has been troubling the Google users Is Google giving good customer service to its users? It is not without reasons that people doubt Google’s standard regarding customer service. A few years back, Google’s BBB rating was completely unsatisfactory, leaving a bad impression on the users and giving space to doubts in their minds. However, the scenario is different today. Before we move ahead – Are you new to the term BBB ratings? BBB stands for Better Business Bureau ratings and is basically an indicator of customer service.
If you are a Google user, this is good news for you. Over the past two to three years, the BBB rating of Google has risen from unsatisfactoryto a Cgrade. You must be wondering why there are two different grading styles. Earlier, the BBB used a pass or fail grading system, whereas it now uses letters as the current grading system.
Google’s poor grades come from the time when BBB rated companies as satisfactory and unsatisfactory. Back in July 2008, Valleywag came out with the breaking news that out of 331 complaints, two of them were unresolved which was quite embarrassing for the company.
Soon, the BBB came forward with letter based grading system from A+to F, which seemed a better way to rank companies. Keeping in mind the alphabetical rule, BBB gave a d grade to Google. Not just this, the BBB also passed a warning to web users – we recommend caution in doing business withGoogle. More recently, Google is in a position to defend itself from such harsh comments, since it has managed to rise to a grade of C- as reported lately by Mike Blumenthal.
However, there remains a mystery to be solved. Today, Google’s BBB profile shows fewer complaints over the past three years than Yahoo’s profile, but Yahoo rates an A+grade. You must surely wonder why that is.
Here is the reason
The reason behind this is that Google had not responded to more than 48 of the 647 complaints which show a lot of negligence on their part. In contrast, Yahoo has no complaints left unanswered out of the 806 listed on its profile. The history of Google’s poor support has left a very negative impact. An article published in 2009 on Search Engine Roundtable clearly stated the complaints filed by the AdWords users. Making things more difficult for itself, Google had admitted failure on its Google map blog saying I can’t respond to every problem individually.
So, with such a confession and guilt, winning back the users’ confidence with a C- grade does not seem possible. Google has yet to work hard enough to earn back the support and confidence of its users.
About the Author
John Michael, a web designer and internet marketer associated with SEO-Semantic-XHTML, a specialized division of IPraxa, a full service web Agency, which offers PSD to HTML and software integration services.