Google Tops in Customer Satisfaction

Yahoo fell 3 percent to 77 during the distracting merger talks with Microsoft. Yahoo was not focused on the user experience and its energies were concentrated on fighting off a hostile take over bid. During that time the company lost a number of key managers and peoples perceptions may have influenced by the extensive negative press involving the merger.

Microsoft's MSN stayed the same at 75. In an effort to increase market share, MSN introduced prize giveaways that did not drive traffic or satisfaction. Microsoft put its resources into acquiring a rival in hopes that the combination could challenge Google's dominance.

"The increase in overall e-business satisfaction is driven largely by a remarkable jump by Google, but tough economic conditions may be contributing to greater satisfaction with the sector," said Claes Fornell, head of the ACSI at the University of Michigan.