According to a recent American Customer Satisfaction Index study, customer satisfaction with online retailers dipped by 1% over the past year, reaching a score of 79 on a 100-point scale. The study, which is based on 41,850 consumer surveys, indicated that more than two-thirds of online retailers experienced declines in customer satisfaction compared to the previous year. Chewy, however, stood out as a leader in customer satisfaction, maintaining a score of 85 and holding the top spot among online retailers for the past three years. Experts attribute this success to Chewy’s focus on enhancing the customer experience through small, personalized perks and effective technical support. 

The study highlights that today’s consumers expect detailed product imagery, relevant reviews, and helpful recommendations during their online shopping experience. Experts warn that customer satisfaction can decline if retailers fail to meet these expectations amidst competitive pressures and ongoing inflation. While retailers need to lay a solid foundation for customer experience, those who excel in the basics can implement additional strategies to differentiate themselves. Home Depot, for example, saw a 3% increase in its satisfaction score, attributed to improved delivery services through partnerships with delivery companies. Overall, the report underscores the importance of adapting to customer expectations to foster loyalty and satisfaction in the online retail environment. 

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Chewy holds the top spot as overall satisfaction with online retail declines | Retail Dive