Consumers losing search engine satisfaction
The American Consumer Satisfaction Index – the University of Michigan’s barometer of consumer satisfaction – recently released their latest consumer satisfaction figures.
According to these figures Internet Portals and Search Engines received a score of 75 out of a possible 100, down from 77 in 2006. Yahoo leads the pack with 79, followed by Google with 78, Ask and MSN on 75 and AOL with 67.
While a great deal of focus in the media fell on the fact that Yahoo trumped Google, maybe more significant is that Yahoo gained 3 points over the last year while Google lost 3 points.
“Yahoo! improves 4% to 79 to take the lead over Google for portals and search engines. A number of design changes and enhancements are paying off for Yahoo! in higher customer satisfaction, which will be critical to turning around this year’s lackluster financials,” the ACSI website states.
“Google falls by 4% from a year ago to a score of 78, but it is still the most popular search engine. Its home page has not changed much, and some users say it looks stale compared to Ask.com, which has a very different display of search results.”
“Ask.com’s ACSI score increased more than any other search engine. It is up by 6% to a score of 75, still well behind Google. But it may well be a factor behind the falling Google scores, as some users compare the two. AOL suffers the largest plunge in customer satisfaction this quarter, down 10% to the lowest score in the industry (67),” ACSI concludes.
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