The insight: Shoppers are becoming increasingly dissatisfied with Amazon’s customer experience. The percentage of customers who report being “extremely” or “very satisfied” fell this year to 79%, down from a high of 88% nearly a decade ago, per Evercore ISI survey data reported by The Wall Street Journal.
How we got here: Customers have several areas of complaint, from delivery delays to poor quality items to subpar customer service.
The bigger picture: Despite these issues, Amazon Prime’s churn rate is incredibly low; 98% of those who subscribe for at least two years stay subscribed, per Consumer Intelligence Research Partners.
With competitors like Walmart and Target making strides with their ecommerce businesses, Amazon can’t afford to drop the ball.
This article originally appeared in Insider Intelligence's Retail & Ecommerce Briefing—a daily recap of top stories reshaping the retail industry. Subscribe to have more hard-hitting takeaways delivered to your inbox daily.