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Google Takes a Back Seat to Yahoo

Posted on 8.13.2007

The University of Michigan American Consumer Satisfaction Index (ACSI) has shown in a new poll that overall user experience has favored Yahoo over Google for the first time. Watch out, hell may be freezing over soon. Based in terms of customer satisfaction score, Yahoo got a 79, while Google slipped to 78.

Google is still clearly the king of search, but Yahoo is presenting customers with more offerings - unlimited email, other websites and social networks are some.

"People have gotten comfortable with the (Yahoo) interface," said Larry Freed, chief executive of ForeSee Results, which sponsored the study. "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."

"For the average consumer, what you see with Google is what you saw three years ago," Freed told Reuters.

The ACSI method uses data from interviews of nearly 70,000 customers to measure satisfaction with more than 200 companies in 45 industries. The Internet business data was compiled in the second quarter with at least 250 respondents for each company studied.

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