"The American Customer Satisfaction Survey rates hundreds of companies in dozens of categories. In its latest study, the Retail and Consumer Shipping Study 2026, Amazon.com Inc. ( NASDAQ: AMZN) topped the Online Retailer category. In all the studies, regardless of category, companies receive ratings of zero to 100. This latest study is based on 31,293 completed surveys. Customers were chosen at random and contacted via email between January and December 2025."
"The metrics used to measure these companies included quality of mobile app, ease of navigation, site performance, quality of product images, clarity and usefulness of product descriptions, availability of merchandise, variety of shipping options, ease of returns, and helpfulness of customer support. Among the companies in the Online Retail category, Amazon is by far the largest in terms of revenue. Additionally, most of the other companies in the category are primarily brick-and-mortar retailers."
The American Customer Satisfaction Survey's Retail and Consumer Shipping Study 2026 collected 31,293 random email survey responses between January and December 2025. Amazon scored 82 in the Online Multimarket category, ahead of Costco (79), eBay (78), Walmart (77), Target (75), and Temu (74), and tied with Chewy and Nordstrom across 22 online retailers. Metrics included mobile app quality, navigation ease, site performance, product images, description clarity, merchandise availability, shipping options, returns ease, and customer support helpfulness. Amazon reported $180 billion in company revenue in the most recent quarter, $147 billion from e-commerce, with e-commerce contributing nearly $6 billion of operating income. Management plans to boost e-commerce operating income by sharply reducing human labor through robotic automation while targeting doubled product sales by 2033.
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