Yahoo Messenger and Dogpile top J.D.Power Rankings; Google Ranks 3rd

Yahoo! Messenger ranks highest among primary instant messaging (IM) services, while Dogpile ranks highest among search engines in satisfying residential Internet service subscribers, according to the J.D. Power and Associates 2006 Residential Online Service Customer Satisfaction Study(SM).

Customer Satisfaction Index Rankings 

Rank Primary Instant Messaging Primary Search Engine
1 Yahoo! Messenger        Dogpile 
2 MSN Messenger*
3 Windows Messenger*       Google 
4 Google Talk      Yahoo! Search  
5 Trillian         AOL Search   
6 AIM/AOL Instant Messenger MSN Search   
Source: J.D. Power and Associates
Yahoo! Messenger ranks highest among primary instant messaging (IM) services for a second consecutive year, performing particularly well in all three factors that contribute to customer satisfaction: security, performance and reliability, and features. MSN Messenger and Windows Messenger, respectively, follow Yahoo! in the rankings. 

Among customers who report using IM on a regular or occasional basis, nearly 70% report that to some degree, instant messaging has replaced the use of traditional telephones. The percentage of Internet users who use IM on a daily basis is essentially unchanged from 2005 at 36%. 

Included in the study for the first time, Dogpile ranks highest among search engines, with top ratings from Internet service subscribers in all three factors that determine overall satisfaction within the segment: ease of use, functionality and results. Dogpile aggregates the search results of all of the major search engines to provide a one-stop shop for Internet users. and Google, respectively, follow Dogpile in the segment rankings.

The study finds that nearly 75% of Internet subscribers use multiple search engines. Forty-four percent of those customers report using multiple search engines because each one has better sources depending on customer needs.

The study also finds that 51% of Internet subscribers use Google as their primary search engine -- up 8% points from 2005. Yahoo! Search follows with 17% share of the market (down 4% points from 2005), and AOL Search captures 9% of the market -- down 1%.

The 2006 Residential Online Service Customer Satisfaction Study is based on responses from 10,787 residential customers of Internet service providers nationwide.    

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