Amazon ranks second in US e-commerce satisfaction ranking, and it is actually the first

For many cross-border sellers, the US market has always been the largest source of income, and Amazon is the platform that most sellers rely on most.

According to the latest American Customer Satisfaction Index and consumer research , American consumers' overall satisfaction with e-commerce platforms in 2022 is higher than in 2021 .

The data showed that U.S. consumers' overall satisfaction with online retailers increased by 4%, with an ACSI score of 80.

Looking at the details, Amazon's satisfaction increased the most. After falling to a historic low for two consecutive years, it rebounded by 8% and ranked second with 84 points.

A spokesperson for the American Customer Satisfaction Index Research Center said that supply chain disruptions have been resolved and logistics delays have dropped significantly, which is the main reason for the increase in Amazon's customer satisfaction.

Ahead of Amazon, the US pet e-commerce platform Chewy topped the list, with a high score of 85 in the ACSI report. Moreover, it is not only the first in the list of online retail platforms, but also the first in the entire index.

It is understood that Chewy was founded in 2011 and is headquartered in Florida, USA. It was successfully listed in June 2019. It is currently the largest e-commerce platform for pet-related products in the United States. It has 12 business outlets and warehousing and logistics platforms across the United States, with nearly 20,000 employees and revenue of US$7.1 billion in 2020.

However, some platforms have seen a drop in their ratings. The rating of the US e-commerce platform Etsy dropped by two points, and the agency's researchers believe this may be due to Etsy's failed acquisition plan. Previously, Etsy acquired the British second-hand fashion e-commerce platform Depop and the Brazilian e-commerce platform Elo7 for US$1.62 billion and US$217 million respectively.

In the survey, consumers were asked to rate various aspects of e-commerce platforms, with the quality and reliability of mobile apps seeing the biggest improvement, followed by the convenience of the checkout and payment process.

In addition, the survey asked consumers to rate the shipping companies' services, with UPS's score rising 5% to 78, while FedEx and USPS's scores rose 1% to 76 and 71, respectively.

The results of this survey are based on random email interviews with 360,000 American consumers. The survey sample base is not small and can basically represent the attitude of most Americans towards the e-commerce industry.

It can be seen that in 2022, Americans have a higher acceptance of online shopping, and their satisfaction with platforms such as Amazon has also rebounded. Perhaps in 2023, sellers will usher in a long-awaited year of recovery.

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