American Customer Satisfaction Index, Scores By Industry, Internet Portals/Search Engines, 2007, Commentary by Professor Claes Fornell, The Donald C. Cook Professor of Business Administration, Director, National Quality Research Center, Stephen M. Ross School of Business, University of Michigan: “Yahoo! has also improved. It has always had more users than Google and now it leads in customer satisfaction as well. Yahoo! has been there before. As its customer satisfaction rose to a high of 80 in 2005, Yahoo! did well financially. With falling customer satisfaction in 2006, Yahoo! also saw stock price and profits falling sharply. The company has also suffered from recent well-publicized management and business strategy issues. But this year’s improvement in ACSI restores almost all of the 2006 loss in customer satisfaction…”