Yahoo Enjoys Major Satisfaction Jump
The Yahoo Search Blog is proudly touting the results of the latest Keynote Customer Experience study measuring customer satisfaction with search engines. Yahoo is showing off that from May 2007 to November, its satisfaction rating rose from 837 to 878, vaulting it past both Google and Ask.com. Yahoo credits its new Search Assist feature, which walks users through refining a search query, for the boost.
Keynote uses a panel of 2000 representative users to study how the major search engines stack up in terms of performance, relevance and customer satisfaction. The report also looked at how the major engines performed in terms of providing search assistance and suggestions. Keynote found that since launching Search Assist, our ranking jumped by 41 points to 878, taking us from third to first place in this category.
Recent Compete market share numbers show that while all four of Yahoo’s competitors increased their volume of search queries over 30% in the last year (with Google up 51%), Yahoo’s volume was up a practically non-existant 0.3%. Even if Yahoo’s users are more satisfied, Yahoo is failing to attract new users, or at least convince existing ones to search more. Happy customers are nice, but apparently no one is spreading the word.
Although this information does not help Yahoo, the true measure of success as a search engine is grounded in the search engine’s market shares. I am not saying that user satisfaction is not important, it certainly it. However, if people are not choosing to use your search engine, this is a better and much more revealing measure of success.
Comment by Mike Mothner | February 21, 2008
[…] מקור: Inside Google […]
Pingback by חדשות קידום אתרים» ארכיון הבלוג » מחקר: Yahoo מנוע החיפוש האיכותי ביותר | February 22, 2008