Customer satisfaction with most major search engines and portals is declining, according to a recent study by American Customer Satisfaction Index ACSI who are using data from approximately 70,000 interviews with consumers.
According to Larry Freed, president-CEO of ForeSee Results “There’s nothing new, there’s not a lot of innovation going on. That is, I think, the downward pressure,” ForeSee Results is a web-satisfaction measurement company that sponsors the ACSI’s e-commerce and e-business measurements and has provided commentary on the results.
On a 100-point scale, Google, the highest scorer, dropped 1.2% from 82 to 81 points; Yahoo’s rating declined 5% from a score of 80 to 76 points; MSN was off 1.3%, dropping for a score of 74 from 75; and Ask.com, which had the lowest rating, dropped 1.4% from 72 to 71 points. AOL is the only listed portal or search engine that moved up, from 71 to 74 points, a 4.2% bump.
