Yahoo! Topples Google In User Satisfaction Survey!

August 16th, 2007 | RSS Feed

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Yahoo! Inc who has been struggling to battle out its competitors finally can boast of being best – in customer service. According to a survey conducted by the American Customer Service Index.

Yahoo rose by 4 points to total 79 on the University of Michigan's American Customer Satisfaction Index, or ACSI, report while Google fell by 4 points and fared a not too bad 78.

In other news, Microsoft corp scored 75, an increase of 1 point. However, it was Ask.com, who posted the biggest hike, a staggering increase of 6% to reach 75.

Larry Freed, The ACSI report sponsor and CEO of ForeSee Results said:

"People have gotten comfortable with the (Yahoo) interface. They've also done a good job in continuing to be dominant in communities and sub-functions of the portal. That's always been Yahoo's strength."

According to Loren Baker :

Reasons that could have influenced the rise in customer satisfaction with Yahoo (opinion)?

“Implementation of targeted Yahoo Shortcuts
Serving Yahoo Answers in Selected Results
Consolidation of various services into one package (Yahoo Photos/Flickr)
Cutting back on fluffy Weather or News shortcuts where they are not needed
Better ad targeting via Yahoo Search Marketing Panama
Better Image Search with live Flickr photos

Reasons that may have customer satisfaction at Google fallen (opinion)?

Confusing Google Universal Results inserting video & news into content
Changing of AdWords Background Colors
Outdated homepage
Personalized search results
Dropping of Froogle”

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Comments

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24502 Responses2007-08-16+10%3A55%3A07Navneet+Kaushal to “Yahoo! Topples Google In User Satisfaction Survey!”

Chuck Paugh Says:
August 16th, 2007 at 14:08
Your article was well written and presented the facts of the story as
told by ACSI, however I have to ask the question of "Who funded this
survey?"

I ask this because, quite frankly, I don't know anyone who actually
USES Yahoo's search engine. I work in the entertainment industry — I
operate a House music record label — and no one that I know uses nor
trusts Yahoo. I asked a few of my interns who attend Portland State
University here in downtown Portland, OR where I am located, and they
had the same answer, "No one uses Yahoo."

So, who funded this survey, and who actually USES Yahoo?

Thanks!
Chuck Paugh
John Hunter Says:
August 17th, 2007 at 08:48
Reasons for difference in the numbers – random variation, poor sample comparisons, higher expectations of Google. I rate all of those higher than the reason listed. Just because they present numbers doesn't mean you have to accept that those numbers mean what the presenters claim. See Data Based Blathering