Yahoo tops Google for first time in customer satisfaction index
Posted by Waldo, Source: Article www.kansascity.com - 08/14/2007 11:41:48 AM
Bigger isn’t always better.
That was the message today from the American Customer Satisfaction Index, which found that leading computer companies — and even Internet stalwart Google — are losing customer support as they get bigger.
The index, compiled by the University of Michigan, showed a drop in consumer satisfaction with Internet search engines and portals for the first time. News and information sites gained slightly.
That so-called e-business sector’s score dropped to 75.2 on a 100-point scale — just below the average for all industries of 75.3.
“The dip this year for the e-business category overall is largely a result of a decline in perceived quality,” said Larry Freed, chief executive of ForeSee Results, an Ann Arbor, Mich., research firm.
Foresee Results sponsors the University of Michigan study.
The study released today also included ratings for computer manufacturers, carmakers and appliance manufacturers.
Freed attributed the change in the search engine/portal sector to added features like
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That was the message today from the American Customer Satisfaction Index, which found that leading computer companies — and even Internet stalwart Google — are losing customer support as they get bigger.
The index, compiled by the University of Michigan, showed a drop in consumer satisfaction with Internet search engines and portals for the first time. News and information sites gained slightly.
That so-called e-business sector’s score dropped to 75.2 on a 100-point scale — just below the average for all industries of 75.3.
“The dip this year for the e-business category overall is largely a result of a decline in perceived quality,” said Larry Freed, chief executive of ForeSee Results, an Ann Arbor, Mich., research firm.
Foresee Results sponsors the University of Michigan study.
The study released today also included ratings for computer manufacturers, carmakers and appliance manufacturers.
Freed attributed the change in the search engine/portal sector to added features like
