In what may come as a little shock to the Search Engine Giant Google and its users, the customer satisfaction level of Google stands at par with those of other search engines like Bing and Yahoo!, as per the latest reports revealed. Though Google continues to dominate the search engine market with a share as high as ranging anywhere between 60% to 70%, on the grounds of customer satisfaction, the search engine’s score has dropped from 82 in 2012 to 77 in 2013. The score for Yahoo! Inc and Bing stood close at 76.
While the news comes as a boost to Yahoo! And Bing who are struggling to make their presence felt in the search engine market, Google’s decreased performance on the customer satisfaction front can be attributed to the proliferating advertisements on the search engine, leading to a much diminished customer experience in comparison to its previous customer experience. When compared to the other two search engines, namely Yahoo! And Bing, Google comes across as having a greater number of advertisements. In the words of Larry Freed, president and CEO of ForeSee, advertising can be considered to be the bane in the field of e-business. Though a majority of e-business starts as a free service in order to increase their market share or gain traction with consumers, but in the long run, they need to come up with ways that can help them monetize their business. But this comes at the cost of diminished online experience of customers who view these advertisements as nothing but detractions.
But the news comes with its share of ups too as customers still love the brand Google, sans its many advertisements.
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