US customer satisfaction survey report! Amazon ranks second, but it ranks first!

According to the latest American Customer Satisfaction Index released by ACSI, consumer satisfaction with online retailers has increased in 2022. On a scale of 0 to 100, satisfaction increased by 4% to 80 points.

Amazon made the biggest improvement, rising 8% after two years of decline to rank second with a score of 84. An ACSI spokesman said that easing supply chain issues are helping Amazon regain growth.

At the top of the list is Chewy, which appears in the ACSI report for the first time, with a score of 85. Not just the top ranking among online retailers, but the top ranking in the entire retail industry.

Etsy's score fell 2%. An ACSI spokesperson said the online retailer's acquisitions of Depop and Elo7 may have put its finances under pressure and its performance under pressure. eBay's score remained unchanged, at 76 points, the same as last year.

ACSI also surveyed consumers on their online shopping experience. Overall, all aspects of the online shopping experience have improved. Specifically, the most obvious improvement was in the "quality and reliability of the mobile application", followed by the "convenience of the checkout and payment process".

ACSI also asked consumers (rather than businesses) to rate the delivery services of express delivery companies. UPS scored 78 points, a 5% increase from the previous year. FedEx and USPS scored 76 and 71 points respectively, both up 1%.

When broken down by business type, the Internet Service Providers (ISPs) industry ranked last with a score of 64, while sports shoes and soft drink makers received the highest industry scores, tied at 81.

Editor ✎ Nicole/

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