Google and Yahoo! top satisfaction survey
17 August 2005
Internet giants Google and Yahoo! are leading a table of the most popular web portals and search engines.
The University of Michigan's American Customer Satisfaction Index (ACSI) found that overall customer satisfaction with e-business rose to 75.9 this year, a 4.7 per cent increase in the last year and 20.5 per cent increase since 2000.
The e-business category includes web portals, search engines, and other news and information internet sites and the index is based on a 100-point scale.
Google's latest ACSI score was unchanged for the past three years at 82, while Yahoo! started to narrow the gap by leaping two points from 78 to 80 this year.
"(Google has) the most satisfied and loyal customers of any e-business company measured by the ACSI, and it has translated into the biggest market share in the sector and huge revenue growth," said Larry Freed, online satisfaction expert and president and CEO of ForeSee Results, a sponsor of the study. "But Yahoo! is going to battle, and web users are the biggest winners in the competition between the two."
Mr Freed added: "Overall the competition is very fierce. Portals and search engines are doing a good job of meeting consumer needs by innovating and providing new services, like Yahoo Music and Google Earth, for example."
America Online increased its customer satisfaction rating from 67 to 71, while MSN and Ask Jeeves also boosted their index scores. In the category of PC companies, Apple Computer was the clear leader.
The index measures customer satisfaction of more than 200 companies across 41 different industries and this is the first time in the history of the study that e-business surpassed the national ACSI average of 73.1. The University of Michigan compiles the ACSI by randomly calling U.S. residents and surveying their buying habits.
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