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BizReport : Research archives : August 14, 2007

Yahoo takes top spot from Google in customer satisfaction survey

It’s all change at the top of the University of Michigan’s American Customer Satisfaction Index (ACSI) and, for the first time, Google isn’t out in front.

by Helen Leggatt

acsi%20logo.gifGoogle has been relegated to second place by Yahoo in the University of Michigan’s latest ACSI.

Yahoo’s gain of 4 percent, to score 79 on the 100-point scale, led them to the top of the table. Google slid to second place scoring 78 points, a drop of 3.7 percent. However, Google remains the most popular search engine.

"Even more important than Yahoo's first lead over Google is the trend of their scores moving in opposite directions," said Larry Freed, president and chief executive of ForeSee Results, sponsors of the report. "Since the ACSI is a leading indicator of financial performance on the macro scale and at the company level, we may see a real turnaround for Yahoo in the next year.", with its recent updates and redesign, was the most improved e-business website rising almost 6 percent to a score of 75. Meanwhile, experienced the largest drop in customer satisfaction, plunging 10 percent to a score of 67.

Tags: ASCI, customer satisfaction, Google, survey, Yahoo

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  • Rich Thoma

    Google's Fall has just started; Just like Big TELCO's, then Cable MSO's, Google is eroding it's base in Gmail. The Storage / Ad view model is at a self imposed Dead End. Now Daily Delete Gmail messages are turning users to Unlimited Storage Yahoo Mail.

    "You are almost out of space for your Gmail account.

    You can view our tips on reducing your email storage or purchase additional storage. " The New alienation message from Google. Also search only vs Sender Sort flaws become quite apparent.

    Big over time turns into Ugly Greed & Foolhardy Actions




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