Many organisations are re-creating the ‘Google-like’ experience behind their firewall to exploit their information. However, surveys show dissatisfaction with enterprise search is commonplace. No prior study has investigated unsolicited user feedback from an enterprise search user interface to understand the underlying reasons for dissatisfaction. A mixed-methods longitudinal study was undertaken analysing feedback from over 1000 users and interviewing search service staff in a multinational corporation. Results show that 62% of dissatisfaction events were due to human (information and search literacy) rather than technology factors. Cognitive biases and the ‘Google Habitus’ influence expectations and information behaviour and are postulated as deep underlying generative mechanisms. The current literature focuses on ‘structure’ (technology and information quality) as the reason for enterprise search satisfaction, agency (search literacy) appears downplayed. Organisations which emphasise ‘systems thinking’ and bimodal approaches towards search strategy and information behaviour may improve capabilities.
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