Costco was added to the annual American Customer Satisfaction Index for the first time, and successfully edged out Amazon as the leader in online customer satisfaction. Costco’s newfound ecommerce presence gained a score of 83, beating out Amazon’s score of 82. The survey cited that consumer’s satisfaction with Costco’s online shopping experience is largely due to the same-day delivery option provided by the warehouse shopping club’s partnership with Instacart. Groceries represent about $840 billion in annual U.S spending, and while Amazon purchased Wholefoods back in 2017, the online giant has not yet been able to create a seamless process for online grocery shoppers.
Costco Comes Late to e-commerce, Edging Out Amazon in Customer Satisfaction
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