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Yahoo edges out Google in customer satisfaction
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Written by Daniel   
Tuesday, 14 August 2007 11:46
Yahoo edges out Google in customer satisfaction
ARS Technica
By Jacqui Cheng | Published: August 14, 2007 - 10:21AM CT

Google no longer holds the gold metal in customer satisfaction—at least not according to the University of Michigan's American Consumer Satisfaction Index. Instead, Yahoo has dethroned Google and taken first place. And while the difference in score may not be much between the two right now, the pattern over time for these companies and others is far more telling.

 

Yahoo scored a 79 (on a 100-point scale) this year, while Google scored 78: clearly, the two are neck-and-neck in consumer satisfaction. However, the ACSI report notes that Yahoo's jump into first place was a 4 percent increase over its score from last year, while Google saw a 4 percent decrease during the same time period. ACSI says that to the untrained eye, Google's home page today looks almost identical to the way it looked years ago. This is where Google's simplicity is apparently hurting it in the long-term, as new users just aren't seeing Google's new offerings—such as increased storage options, additions to Google Maps, and tweaks to Google Image Search—right in front of their faces like they do with other sites. According to the report, "[S]ome users say it looks stale compared to Ask.com, which has a very different display of search results." More

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