Insight: Amazon takes top spot in customer satisfaction awards
The awards measure customer satisfaction through an online survey of 10,000 consumers that examines shopping habits across all channels, and a survey of 10,000 people that looks specifically at online retail.
Amazon pipped previous winners John Lewis and AO.com to the post for the award for Best Retailer in 2018. This year John Lewis and AO.com came in second and third place respectively.
Amazon also came top in the Best Online Pureplay and Best Electricals Retailer categories.
Maureen Hinton, Global research director at GlobalData Retail, said: “Amazon’s focus has always been the customer and winning this accolade for customer satisfaction demonstrates its success in delivering what the modern shopper wants; convenience and value.”
John Lewis won Best Multichannel Retailer as well as Best Clothing Retailer and Best Furniture Retailer in the awards.
In addition, JD Sports’ investment in multichannel initiatives such as ‘try before you buy’ and its delivery saver scheme, JD X Unlimited, paid off with the sportswear specialist winning Best Online Fulfilment Retailer.
Meanwhile, price played a big part in the Best Food Retailer category with Aldi coming in first place followed by Lidl and Asda.
Other winners included Avon as Best Health & Beauty Retailer, Screwfix as Best DIY & Gardening Retailer, Next as Best Footwear Retailer and IKEA as Best Homewares Retailer.
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