Consumer Satisfaction and Search

For the first time, Yahoo has beaten Google in the annual University of Michigan American Customer Satisfaction Index (ACSI). The survey measures U.S. consumer satisfaction across a broad range of business and product categories including “e-business,” which covers search. The survey asks a statistically representative sample of consumers to rate their experiences with portals and search engines according to a number of criteria, which produces an overall satisfaction score on a 100 point scale (click to enlarge the chart below).

ASCI chart

Source: ASCI (2007)

The search/portal category has been rated since 2000. Until this year, Google has always lead the ASCI since the first year the index included it, in 2002.

The rest of this post and why these scores potentially matter is explained in my post at SEL.

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Here’s the WSJ story on the same material.

One Response to “Consumer Satisfaction and Search”

  1. Making Sense of Google’s ACSI Decline « Screenwerk Says:

    […] about Ask gaining and Yahoo! beating Google in consumer satisfaction according to the annual ASCI survey. There’s a good deal of ambiguity here, made more opaque by the fact that I didn’t see […]

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