For the first time, Google has lost its crown to Yahoo as the highest-rated search and portal site in a key customer satisfaction survey.
Since 2002, when the University of Michigan first began tracking Google in its American Customer Satisfaction Index, Google has led the pack for e-business sites, which the ACSE defines as portals, search engines, and news and information sites. But this year, Yahoo’s score of 79 beat out Google’s performance at 78.
While that narrow lead falls within the survey’s 2-point margin of error, says Larry Freed, president of Foresee Results, a private Michigan company which sponsored and analyzed the ACSI e-business scores, it represents a large six-point shift since last year, when Google held a five-point lead over Yahoo. This year’s results represent an increase of 3 points, or 3.9 percent, for Yahoo over last year, while Google dropped 3 points, or 3.7 percent.
“The idea is to become the gateway to the Internet,” says Freed. “Some [sites] try search, some try portal.
“Yahoo is emerging as the leading portal,” he says.
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