Customer Service
Costco, Amazon, Apple top in retail customer satisfaction
March 12, 2021
Costco, Amazon and Apple are the three top retailers out of a 25 company ranking when it comes to customer satisfaction, according to the Verint Experience Index report.
The report report is based on a benchmark survey of consumer satisfaction (CSAT score) with leading retailers and includes Net Promoter Score (NPS) rankings. Consumers were surveyed in late November and early December 2020, with COVID-19 social-distancing guidelines in place and in the thick of the holiday shopping season, according to a press release on the findings.
The top three retailers have mastered rising expectations, embraced digital self service and expanded order fulfillment options, according to the report.
Costco received the highest score related to trust (86.5) and company recommendations (87.4). Amazon received the highest satisfaction score for online purchases (87.7) and returns online (87.7), while Apple came in third for satisfaction (85.1).
Costco also received the highest NPS ranking and scored well in multiple satisfaction drivers, including service, price and merchandise.
"Retailers that scored high in our study focused on digital transformation and e-commerce, helping them respond to rapidly-changing consumer behaviors," Verint's Kevin Daly, global vice president and general manager, experience management, said in the release. "Stand-out retailers were those that were able to implement successful fulfillment options such as curbside pick-up or buy online pick up In-store."
