Well, it turns out that Costco gets higher Customer Satisfaction ratings than internet sweetheart, Amazon.
The American Customer Satisfaction Index released their annual report this week and bad news for retail, the entire industry is down.
David VanAmburg, Managing Director at the ACSI said “There is a slump in customer satisfaction in every category of the retail sector. Internet retail versus brick-and-mortar retail, department stores versus specialty stores, it’s all down.”
But, when to comes to the highly prestigious universe of online retail, taking the lead with a 83% CSAT rating is (surprise!) Costco. Amazon fell 4% coming in 2nd place with 82%. Tied in 3rd place were Etsy, Kohl’s, Nordstrom, and Nike with 81.
See infographic by the ACSI below or click here for the full story
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Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.