Scoring an incredible 86 percentage Google virtually swept the competition off their feet. Yahoo and Live Search (Bing was not yet born at this point, but will be in the next year report) have received customer satisfaction ratings of 77 and 74 percentage respectively. These figures are almost the same as last year ratings. The ACSI report seems to underline Google's unquestionable dominance in the search engine front.
Search Engine User Ratings At A Glance
The American Customer Satisfaction Index E-Business report from ForeSee results and the University of Michigan is the detailed analysis and comparison of customer satisfaction among search engines, portals and various other e-businesses. These metrics are widely anticipated in the search engine industry. ACSI Quarterly Commentaries Q2 2009 says
“The e-business category reached a new high this year, up 2.8% to an ACSI score of 81.5. Since measurement began in 2000, the category is up a remarkable 29.4%, good news for people who are increasingly turning to the Internet as a primary source of information. Portal and search engine sites led the way, improving 4% to a new category high of 83, while sites that provide news and information, in particular the online versions of national newspapers and television news media, lagged well behind, falling 1% to 74. Still, the Internet has proven to be a more satisfying resource for news and information than its more traditional news counterparts—broadcast and cable TV news programs and newspapers had ACSI scores of 71 and 63, respectively, when last measured in the first quarter of 2009”.
The report revealed that all the major search engines have improved their scores overtime, but Ask.com and AOL are lagging behind with all time low rankings. There is a considerable increase in the overall user satisfaction index compared to search engines' performance last year. Among the industries examined web portals and search engines show a sharp rise of 3.8% increase by reaching an 83% satisfaction rate over last year. The automobile industry leads the pack in satisfaction rate with 84%.
Though Google maintained the same rate as the previous year, they outnumbered all other engines by at leat an 8% margin. (View the Scores By Industry Chart) grabbing an increase of 2.6% over last year.
In their E-business segment commentary ACSI stated:
“Google has led among portals and search engines for seven of the last eight years and this edge in user satisfaction is reflected in Google's dominance of the search market. Measured by query volume, Google does 74% of all search business on the Internet, with Yahoo! a distant second with 17% and Microsoft’s new entrant Bing.com third with 7%”
Google high grades are not unexpected given the continual investment to improving the overall search engine.
Changing Usability Trends For Next Year
Although Google has topped the charts for the 2nd year in a row, the search scenario has changed in the last few months. Now we have a rejuvenated Microsoft with Bing's launch and the latest Microsoft – Yahoo! search deal. Bing has already showed a slight climb in market share ladder.
Congrats to Google on the innovations and hard work. It is clear that the upcoming year may be a bit more challenging for big G!