Amazon has won a hat trick of GlobalData Customer Satisfaction awards, including the Best Retailer category, as shoppers vote in favour of its prices, service and convenience.
GlobalData’s Customer Satisfaction Awards measure how satisfied customers are with the retailers they use. It is the result of two consumer surveys: one based on an online survey of 10,000 consumers that examines shopping habits across all channels; and one based on an online survey of 10,000 that looks specifically at online retail.
Having won just one award last year, Amazon dominated the awards this year alongside well-established winner John Lewis, both winning three awards each.
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.”
Amazon stopped AO.com from winning for a third consecutive year as the company dropped to third place. Despite the maturity of the online retail market in the UK, Amazon’s sales growth has been accelerating in recent years.
John Lewis deservedly won Best Multichannel Retailer 2018, signalling its investment in online along with its instore service, its app and its focus on the fast-growing category, smart home, has resonated with its customers. The company also won Best Clothing Retailer 2018 and Best Furniture Retailer 2018.
JD Sports also picked up an award, winning Best Online Fulfilment Retailer 2018. JD Sports has invested heavily in improving its multichannel proposition, enabling its customers to ‘try before you buy’ and to save on delivery with its delivery saver scheme, JD X Unlimited. Both of these factors have contributed to its winning position this year in online fulfilment, as its customers are able to benefit from better value delivery options and alternative payment options when shopping online.