The American Customer Satisfaction Index (ACSI) score of the e-commerce website of Amazon.com has fluctuated since 2000. In 2023, the customer satisfaction score of the online retailer was 83 out of 100 ASCI points.
Popularity contest
Amazon is one of the most popular marketplaces worldwide. In April 2023, the U.S. domain for Amazon ranked the most visited e-commerce and shopping website by share of online visits, with around 13 percent. Ebay came in second with roughly three percent of the visit share, and the Japanese site amazon.co.jp came in third with 2.66 percent. In the same month, global online shoppers visited amazon.com around 2.2 billion times.
Why Amazon?
Amazon.com is the most used e-commerce website in the world, and in the U.S., the website is far ahead of its competitors. With a significant difference in website visitors of almost 45 percent, ebay.com is second to amazon.com. Furthermore, the retail giant Walmart trails behind with an online visit share of roughly six percent. Amazon is used for various reasons by its customers. For example, the online marketplace is ranked as the leading platform for product research in the U.S., surpassing even search engines in popularity. Low shipping costs, fast deliveries, and affordable product prices are the main reasons for shopping on Amazon.
U.S. customer satisfaction with Amazon.com from 2000 to 2023
(index score)
Data from interviews with approximately 70,000 customers annually are used as inputs into an econometric model to measure satisfaction with more than 200 companies in 44 industries and 10 economic sectors, as well as more than 130 federal government departments, agencies, and websites. Results are released on a monthly basis with all measures reported using a 0 to 100 scale.
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ACSI®. (April 22, 2024). U.S. customer satisfaction with Amazon.com from 2000 to 2023 (index score) [Graph]. In Statista. Retrieved July 27, 2024, from https://www.statista.com/statistics/185788/us-customer-satisfaction-with-amazon/
ACSI®. "U.S. customer satisfaction with Amazon.com from 2000 to 2023 (index score)." Chart. April 22, 2024. Statista. Accessed July 27, 2024. https://www.statista.com/statistics/185788/us-customer-satisfaction-with-amazon/
ACSI®. (2024). U.S. customer satisfaction with Amazon.com from 2000 to 2023 (index score). Statista. Statista Inc.. Accessed: July 27, 2024. https://www.statista.com/statistics/185788/us-customer-satisfaction-with-amazon/
ACSI®. "U.S. Customer Satisfaction with Amazon.Com from 2000 to 2023 (Index Score)." Statista, Statista Inc., 22 Apr 2024, https://www.statista.com/statistics/185788/us-customer-satisfaction-with-amazon/
ACSI®, U.S. customer satisfaction with Amazon.com from 2000 to 2023 (index score) Statista, https://www.statista.com/statistics/185788/us-customer-satisfaction-with-amazon/ (last visited July 27, 2024)
U.S. customer satisfaction with Amazon.com from 2000 to 2023 (index score) [Graph], ACSI®, April 22, 2024. [Online]. Available: https://www.statista.com/statistics/185788/us-customer-satisfaction-with-amazon/