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
AND INFORMATION
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
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Inaugural year:
2000
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Updated:
annually
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Most recent data:
2022
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Companies:
7 major companies, plus aggregate of smaller search engines and information sites
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Search Engines and Information | 76 | 75 | -1% |
| 1 | 79 | 75 | -5% | |
| 1 | MSN (Microsoft) | 72 | 75 | 4% |
| 1 | Answers | 71 | 73 | 3% |
| 1 | Yahoo! | 73 | 72 | -1% |
| 1 | Ask | 72 | 71 | -1% |
| 1 | AOL (Yahoo) | 69 | 70 | 1% |
| 1 | Bing (Microsoft) | 71 | 70 | -1% |
| 1 | All Others | 77 | 79 | 3% |
Search Engines and Information Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Quality of mobile app | 85 | 83 |
| Ease of navigation | 80 | 81 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 81 |
| Site performance | 80 | 80 |
| Ease of using the site on different devices (smartphones and tablets) | 79 | 79 |
| Variety of services and information | 79 | 79 |
| Freshness of content | 79 | 78 |
| Speed and reliability of video clips | 78 | 77 |
| Amount of ads on site | 74 | 72 |
Industry averages are weighted by companies’ market shares.