Online Retailers
Reliable benchmarks and prescriptive analytics to help online retailers improve website satisfaction
Identify how to improve customer satisfaction for maximum financial impact.
ONLINE
RETAILERS
In 2020, online retailers lost the most ground among all retail categories. As more customers turned online for the majority of purchases, online retailers struggled to meet expectations. ACSI’s state-of-the-art predictive analytics identify what e-commerce websites can do to improve customer satisfaction with the greatest impact on financial outcomes.
At a glance:
Online Retailers
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Inaugural year:
2000
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Updated:
annually
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Most recent data:
2026
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Companies:
22 major online retailers, plus aggregate of smaller websites
Online Retailers
Satisfaction Benchmarks by Industry
| Anchor Link | Company | 2025 | 2026 | % Change | Retail Industry |
|---|---|---|---|---|---|
| Online Retailers | 79 | 79 | 0% | Overall | |
| #nordstrom | Nordstrom | 78 | 82 | 5% | Online Apparel and Shoes |
| #macys | Macy’s | 77 | 79 | 3% | Online Apparel and Shoes |
| #kohls | Kohl’s | 79 | 76 | -4% | Online Apparel and Shoes |
| #nike | Nike | 76 | 76 | 0% | Online Apparel and Shoes |
| #gap | Gap | 72 | 73 | 1% | Online Apparel and Shoes |
| #wayfair | Wayfair | 76 | 76 | 0% | Online Home Improvement and Decor |
| #home-depot | Home Depot | 79 | 75 | -5% | Online Home Improvement and Decor |
| #gap | BedBathandBeyond.com | 75 | 74 | -1% | Online Home Improvement and Decor |
| #lowes | Lowe’s | 76 | 74 | -3% | Online Home Improvement and Decor |
| #amazon | Amazon | 83 | 82 | -1% | Online Multimarket |
| #costco | Costco | 79 | 79 | 0% | Online Multimarket |
| #ebay | eBay | 81 | 78 | -4% | Online Multimarket |
| #walmart | Walmart | 75 | 77 | 3% | Online Multimarket |
| #target | Target | 78 | 75 | -4% | Online Multimarket |
| #temu | Temu | 75 | 74 | -1% | Online Multimarket |
| #chewy | Chewy | 85 | 82 | -4% | Online Specialty |
| #etsy | Etsy | 79 | 77 | -3% | Online Specialty |
| #walgreens | Walgreens | 74 | 73 | -1% | Online Specialty |
| #best-buy | Best Buy | 77 | 77 | 0% | Online Technology and Office |
| #apple-store | Apple Store | 74 | 73 | -1% | Online Technology and Office |
| #staples | Staples | 72 | 73 | 1% | Online Technology and Office |
| #gamestop | GameStop | 69 | 71 | 3% | Online Technology and Office |
| All Others | 79 | 80 | 1% | Other Companies |
Online Retailers
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Quality of mobile app | 87 | 88 |
| Reliability of mobile app (minimal down time, crashes, lags) | 85 | 87 |
| Ease of checkout and payment process | 85 | 86 |
| Ease of navigation | 83 | 84 |
| Quality of delivery (speed, condition of package) | NM | 83 |
| Site performance | 82 | 83 |
| Usefulness of product images | 81 | 83 |
| Clarity and usefulness of product descriptions | 80 | 82 |
| Variety and selection of merchandise (including brand names) | 81 | 82 |
| Availability of merchandise (specific models, colors, sizes) | 80 | 81 |
| Variety of shipping options | 80 | 81 |
| Ease of Returns | NM | 80 |
| Helpfulness of customer-generated product reviews | 79 | 80 |
| Helpfulness of customer support (live chat, help pages, call center) | 77 | 78 |
| Usefulness of site-generated recommendations of other products | 77 | 78 |
NM = Not Measured
Industry averages are weighted by companies’ market shares.
2026 results based on data collected January – December 2025.