By Chris Sherman, Associate Editor
January 13, 2005
While Big G continues to maintain its leadership position in the eyes of web searchers, a new study finds that Yahoo, MSN Search and Ask Jeeves have all made significant improvements over the past year and are narrowing Google’s mindshare advantage.
The study was conducted by Keynote (formerly Vividence), following up on a previous survey conducted last May. The Keynote “Customer Experience Rankings” for the search engine industry are based on research with 2,000 consumers as they interacted with Ask Jeeves, Google, Lycos, MSN Search and Yahoo Search.
The primary finding of the study was that Google continues to lead in most of the key areas measured, but has not made any significant improvements or progress in the minds of users since the previous study.
Keynote Customer Experience Rankings
- Yahoo Search
- MSN Search
- Ask Jeeves
- Lycos
“Google is king of the user experience, still getting high rates of customer satisfaction and loyalty” said Dr. Bonny Brown, director of research and public services for Keynote.
But Yahoo and MSN both made significant gains in several key areas, largely closing the perception gap with Google. Ask Jeeves also received improved ratings, though not to the same degree as Yahoo and MSN. The study looked at more than 250 metrics, including indicators for brand impact, future usage, customer satisfaction and customer loyalty.
da Searchenginewatch.com
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