Costco kicks Amazon off top spot in online customer satisfaction report

Costco Wholesale SpainCostco has rated the highest for online shopper customer satisfaction in a US consumer report, knocking online retail giant Amazon from the top spot it has held since 2010.

The American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Report 2018-2019, asked over 62,000 consumers to choose their favorite stores based on the quality of products and services, in a number of categories including internet retail, supermarkets, department stores and health and personal care stores.

Costco scored 83 out of 100, while Amazon came in second place with a score of 82. Costco leads on value among online retailers, helped by its Kirkland brand which manufactures quality products at low cost.

Trader Joe’s took the top spot for supermarkets, and best of all retailers across the sector, including e-commerce giant Amazon. The company rated best in class for checkout speed and staff courtesy. Wegmans and Aldi took second and third place respectively.

Whole Foods’ acquisition by Amazon didn’t help in the eyes of its customers as satisfaction dropped 2 per cent to 79.

When it comes to health and personal care, US consumers still prefer smaller drug stores. Kroger pharmacies came out on top of the large chains, earning top marks for frequency of sales and promotions.

Customer satisfaction was down across all six categories in the survey, due to staff shortages putting a strain on customer service.

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