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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

  • Inaugural year:

    2000

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    25 major online retailers, plus aggregate of smaller website

Satisfaction Benchmarks by Company

Online Retailers
First Hidden Column Company 2022 2023 % Change
0 Online Retailers 77 80 4%
1 Chewy NM 85 NA
1 Nordstrom 81 79 -2%
1 Amazon 78 84 8%
1 Dell 78 77 -1%
1 Kohl’s 78 79 1%
1 Walgreens 76 69 -9%
1 Nike 78 77 -1%
1 Best Buy 76 78 3%
1 Wayfair 76 79 4%
1 Apple Store 75 75 0%
1 Home Depot 75 77 3%
1 Target 78 79 1%
1 Walmart 72 73 1%
1 Newegg 77 78 1%
1 Overstock 74 76 3%
1 Staples 77 74 -4%
1 Groupon 72 74 3%
1 HP Store 75 76 1%
1 Lowe’s 75 76 1%
1 Macy’s 80 79 -1%
1 Costco 79 79 0%
1 eBay 76 76 0%
1 Etsy 82 80 -2%
1 GameStop 73 75 3%
1 Gap 76 80 5%
1 All Others 78 78 0%

2023 results based on data collected January – December 2022.
NM – Not measured NA – Not available

Online Retailer Benchmarks

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2022 2023
Quality of mobile app 84 87
Reliability of mobile app (minimal down time, crashes, lags) 84 86
Ease of checkout and payment process 82 84
Ease of navigation 80 82
Site performance 80 82
Usefulness of product images 80 82
Variety and selection of merchandise (including brand names) 80 82
Availability of merchandise inventory (specific models, colors, sizes) 79 81
Clarity and usefulness of product descriptions 79 81
Helpfulness of customer-generated product reviews 78 80
Variety of shipping options 77 80
Helpfulness of customer support (live chat, help pages, call center) 75 79
Usefulness of site-generated recommendations of other products 75 78

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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