Consumer Behavior
Chewy bests Amazon in customer satisfaction ranking
March 18, 2025
When it comes to online retail customer satisfaction Chewy.com is top of the list.
The online pet supply retailer increased its customer satisfaction ranking by 1% to hit a score of 85 on the American Customer Satisfaction Index Retail and Consumer Shipping Study 2025, according to a press release. It has ranked No. 1 among online retailers in all three years of the measurement index.
Overall customer satisfaction with the retail sector inched up 0.4% to a score of 78.3 (out of 100), according to the release.
"Though there wasn't much movement in retail customer satisfaction overall, we're seeing a clear divide emerge between brands that are meeting the needs and expectations of younger consumers versus those that are falling behind," Forrest Morgeson, assistant professor of marketing at Michigan State University and director of research emeritus at the ACSI, said in the release. "Factors like mobile shopping capabilities, website quality, and perceptions of value are becoming increasingly important, especially for the 18-25 age group, who expressed significantly lower satisfaction levels compared to older demographics."
Second-place Amazon is steady at 83, followed by eBay (unchanged) at 81. Kohl's (unchanged), Costco (down 2%), Etsy (down 1%), and Home Depot — up 3% and the only company outside of Chewy to improve year over year — all finish with an industry average score of 79.
The American Customer Satisfaction Index measures and analyzes customer satisfaction with more than 400 companies in approximately 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with approximately 200,000 customers annually.
