Amazon and Costco are tied for the highest satisfaction score: American Customer Satisfaction Index

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 03, 2020, 1:59 AM UTC

The findings are based on over 85,000 consumer surveys.

This article cites findings of the American Customer Satisfaction Index (ACSI). The study looked at satisfaction scores across retail categories which included formats like department and discount stores, specialty retailers, drug stores, supermarkets, internet retail and gas stations.

Amazon and Costco were found to be tied for highest satisfaction scores. “Internet retail” as a category beat traditional retail in overall customer satisfaction. It also saw YoY improvement which indicated “a much stronger level of customer satisfaction overall.”

Among the top 10 digital retailers were Amazon at 83%, both Etsy and Nordstrom at 82%. The top two factors that e-commerce shoppers liked about the digital commerce experience were “ease of checkout and payment process” and “quality of mobile app.”

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