“Amazon’s Customer Satisfaction Slips With Shoppers”
November 21, 2022
“For nearly three decades, Amazon AMZN -2.63%decrease; red down pointing triangle.com Inc. has been defined by its obsession over customers. Recent information, however, suggests that consumer enthusiasm about the country’s largest online retailer has slipped.
The number of Amazon customers who said they were “extremely” or “very satisfied” with the company in a recent survey has fallen, measuring at 79% in 2022, according to investment firm Evercore ISI. The number reached a low of 65% in 2020 during the pandemic but remains down from a peak of 88% almost a decade ago, the research shows.
Last year, customer satisfaction at Amazon declined to a record low on the American Customer Satisfaction Index, which tracks shopper approval at more than 400 of the largest companies in the U.S.
Amazon scored 78 out of 100, down from 86 out of 100 five years earlier and its worst performance since 2000—the year the index started tracking the Seattle-based company. In 2020 and 2021, Amazon fell behind the shopping sites of Costco Wholesale Corp. and Nordstrom Inc…”
https://www.wsj.com/articles/amazons-customer-satisfaction-slips-with-shoppers-11668986981
This is going to trickle down to revenue at some point. Keep an eye on it.