New Report: The #1 Online Retailer for Customer Satisfaction

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Customers appear to be tolerating rather than celebrating shopping online these days. According to a new report, customer satisfaction with internet retailers is down 1.3%.

That’s the main takeaway from the American Customer Satisfaction Index’s (ACSI) latest study on retail stores.

Some notable metrics from this year’s report show that customer satisfaction with internet retailers’ availability of merchandise dropped a point since the last survey. Shoppers also say they were less happy with shipping options from online retailers: That category dropped two points.

The study, which scored retailers on a 100-point scale, centered on customer sentiments toward online retail and was conducted from interviews with 6,517 customers from January 11 to December 20, 2021.

The #1 Online Retailer for Customer Satisfaction Is…

Some additional findings from the report reveal:

  • Etsy is #1 this year, replacing Nordstrom in the top online retailer spot.
  • Macy’s was the online retailer that won “most improved,” with a four-point increase from last year.
  • For the second year in a row, Amazon, the world’s largest online retailer, comes in fifth place.

“Cool stability. That’s the best way to describe the retail sector right now,” David VanAmburg, managing director at the ACSI, says in a news release.

Now let’s take a look at the top online retailers according to customers:

Company2021 ScoreChange From
Previous Year
Etsy822%
Nordstrom810%
Macy’s804%
Costco79-1%
Amazon78-1%
Dell781%
Kohl's78-1%
Nike78-1%
Target780%
Average77-1.3%

Final Thoughts

One thing that may improve your shopping experience is saving money. That’s why money expert Clark Howard wants you to take time to compare prices between retailers.

Here’s how to get the best deals shopping online.

And don’t forget to check out ClarkDeals.com for the latest information about new deals every day!

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