Google's rivals have happy customers — just not enough of them
Tim Faulkner · 08/14/07 02:28PMCompetitors' efforts have failed to dent Google's search market share. A survey of customer satisfaction paints a different picture — which just goes to show you that it's not, as Google likes to claim, all about the users. The newly released American Customer Satisfaction Index (ACSI) from the University of Michigan has Yahoo regaining its lead over Google with an increase of 3.9 points, while Google fell 3.7 points. ACSI attributes the improvements to Yahoo's ratings to well-received design and feature enhancements. Ask.com experienced the biggest improvement, jumping 5.6 points, leaving it tied with Microsoft's MSN.