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Study: Yahoo trumps Google in customer satisfaction

Published on .

Ann Arbor, Mich.—Yahoo has overtaken Google in customer satisfaction for the first time ever in the annual e-business report from the University of Michigan. The university released details of its American Customer Satisfaction Index (ACSI) on Tuesday.

Yahoo’s customer satisfaction score of 79 on the ACSI’s 100-point scale was up almost 4% from last year. Google’s score slipped 3.7% to 78, its second consecutive yearly decline and the first time it has dipped below 80 since it was added to the index in 2000.

”Google needs to carefully monitor its recent and significant downturn in customer satisfaction and make the appropriate adjustments,” the study said. “But it is still the dominant force in the search industry.”

—Matthew Schwartz

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