Yahoo! finally beats Google in terms of customer satisfaction.
In the latest annual American Customer Satisfaction Index report, Yahoo replaced Google as the top Web portal with a score of 79, up nearly 4% over last year. On the other hand, Google went down by 3.7% to get a 78 score.
“One of the reasons why Google’s score went down is the consumer perception that nothing has really changed with Google over the years. The reality is that consumers expect change, they expect improvement especially when they see other sites like Yahoo making improvements,” said Larry Freed, chief executive of ForeSee Results, which sponsored the survey.
Still, Google remains the runaway leader in the search market, owning about 53% of all US searches in June and registering a 46% growth compared last year.
What Google lacks is strong advertising of their new products. Yahoo! aggressively promotes every new feature or products they developed through their portals, email services, and every available space. Maybe it is time for Google to make some adjustments on their current strategy and learn from this new survey.
Originally posted on August 13, 2007 @ 11:59 pm
It would interesting if someone did a survey on customer satisfaction based upon people experience with search results (ie are people happy with the search results they see when they type something in). That would be useful.