After leading customer satisfaction in the e-commerce space since 2010, Amazon dropped 4% to a score of 82 (out of 100) in American Customer Satisfaction Index’s latest Retail and Consumer Shipping Report. Amazon lost its first-place standing to Costco, which has an ACSI score of 83 in its first year in the internet retail category. The score matched Costco’s in-store rating for both the department/discount and supermarket categories.
In addition to Costco, an array of other companies were included for the first time in ACSI’s internet retail category. Etsy, Kohl’s, Nordstrom, and Nike all tie at 81, above the industry average. Target, Macy’s, and Wayfair all match the industry average of 80. Likewise, Apple and the HP Store are head to head at 80, followed by Dell at 79.
Home improvement experts Home Depot and Lowe’s also score 79, with Gap’s online platform at 78. Best Buy earns a rating of 77, with the trio of Groupon Goods, Staples, and Walgreens at 76. GameStop scores a low 75, just a point above its physical store rating. Similar to results for the department/discount category, Walmart and Sears anchor the bottom at 74 and 73, respectively, for their online businesses.