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Search Engines and Information

Discover the science of customer satisfaction

Access the most rigorous measure of satisfaction available for accurate, economically relevant results.


Search engines have been at the forefront of marketing and advertising of businesses for decades now. This industry has spent millions to create a product that delivers best results in the most efficient way. Uncover what drives the search engine industry and which platforms are at the top of the charts using ACSI’s customized solutions and benchmarking data.

At a glance:

Search Engines and Information

  • Inaugural year:


  • Updated:


  • Most recent data:


  • Companies:

    7 major companies, plus aggregate of smaller search engines and information sites

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 84 85
Reliability of mobile app (minimal down time, crashes, lags) 83 83
Ease of navigation 80 80
Site performance 80 80
Ease of using the site on different devices (smartphones and tablets) 80 79
Freshness of content 79 79
Variety of services and information 79 79
Speed and reliability of video clips 78 78
Amount of ads on site 72 74

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Search Engines and Information
Company 2020 2021 % Change
Search Engines and Information 76 76 0%
Google 79 79 0%
All Others 76 77 1%
Yahoo! (Verizon Media) 72 73 1% 71 72 1%
MSN (Microsoft) 71 72 1% 70 71 1%
Bing (Microsoft) 71 71 0%
AOL (Verizon Media) 71 69 -3%

Connect With ACSI

Connect With ACSI

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