Research shows decline in user satisfaction at the e-commerce empire, and analysts see link to search results, product quality
For nearly three decades, Amazon.com Inc... has been defined by its obsession over customers. Recent information, however, suggests that consumer enthusiasm about the country’s largest online retailer has slipped.
The number of Amazon customers who said they were “extremely” or “very satisfied” with the company in a recent survey has fallen, measuring at 79% in 2022, ... reached a low of 65% in 2020 during the pandemic but remains down from a peak of 88% almost a decade ago.
...nearly a third of them reported regularly receiving products late or getting an item of low quality. ... Amazon is also still a standard setter in shipping times and holds on to about 98% of Prime customers who have subscribed for at least two years, according to Consumer Intelligence Research Partners... AND results come as the company has seen growth and profit decline and has announced plans to cut jobs ahead of the holiday season, the company’s most important period for sales.
SOURCE: https://www.wsj.com/articles/amazons-customer-satisfaction-slips-with-shoppers-11668986981
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