U.S. customer satisfaction with mobile retail 2016

This timeline shows the customer satisfaction with the overall mobile retail sector in 2016, measured with the American Customer Satisfaction Index (ACSI) score. During the survey period, customer satisfaction with Amazon.com reached a mobile satisfaction score of 85.

U.S. customer satisfaction with selected mobile retailers as of December 2016 (index score)

Characteristic	ACSI score (100-point scale)
Amazon.com	85
Apple	82
Coach	82
H&M	82
L.L. Bean	82
Under Armour	81
HSN	81
Newegg	81
Nike	81
Best Buy	80
Express	80
Aggregate Mobile Satisfaction	80
Kohl's	80
Neiman Marcus	80
Etsy	79
Nordstrom	79
Staples	79
Target	78
Gap	78
Home Depot	78
Lululemon	78
Macy's	78
QVC	78
Walmart	77
Walgreens	76
Sears	74

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Release date

December 2016

More information

Region

United States

Survey time period

November 4 to December 2, 2016

Number of respondents

40,000 respondents

Special properties

average satisfaction across mobile websites and apps

Method of interview

Face-to-face interview

Supplementary notes

According to the source, the e-commerce sector (measured by the ACSI every fourth quarter for the past ten years) is comprised of the following three industries, chosen because they offer the greatest GDP contribution in the sector: e-retail, online brokerage, and online travel companies. The ACSI indexes are multivariable components measured by several questions. The questions assess customer evaluations of the determinants of each index. Indexes are reported on a 0 to 100 scale.

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