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The American Customer Satisfaction Index (ACSI) score of the e-commerce website of Amazon.com has fluctuated since 2000. In 2024, the customer satisfaction score of the online retailer was 83 out of 100 ASCI points.

Popularity contest

Amazon is one of the most popular marketplaces worldwide. In April 2023, the U.S. domain for Amazon ranked the most visited e-commerce and shopping website by share of online visits, with around 13 percent. Ebay came in second with roughly three percent of the visit share, and the Japanese site amazon.co.jp came in third with 2.66 percent. In the same month, global online shoppers visited amazon.com around 2.2 billion times.

Why Amazon?

Amazon.com is the most used e-commerce website in the world, and in the U.S., the website is far ahead of its competitors. With a significant difference in website visitors of almost 45 percent, ebay.com is second to amazon.com. Furthermore, the retail giant Walmart trails behind with an online visit share of roughly six percent. Amazon is used for various reasons by its customers. For example, the online marketplace is ranked as the leading platform for product research in the U.S., surpassing even search engines in popularity. Low shipping costs, fast deliveries, and affordable product prices are the main reasons for shopping on Amazon.

U.S. customer satisfaction with Amazon.com from 2000 to 2024 (index score)

Characteristic	ACSI score (100-point scale)
2024	83
2023	84
2022	84
2021	78
2020	79
2019	83
2018	82
2017	85
2016	86
2015	83
2014	86
2013	88
2012	85
2011	86
2010	87
2009	86
2008	86
2007	88
2006	87
2005	87
2004	84
2003	88
2002	88
2001	84
2000	84

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Release date

2024

More information

Region

United States

Survey time period

2020 to 2024

Method of interview

Face-to-face interview

Supplementary notes

Data from interviews with approximately 70,000 customers annually are used as inputs into an econometric model to measure satisfaction with more than 200 companies in 44 industries and 10 economic sectors, as well as more than 130 federal government departments, agencies, and websites. Results are released on a monthly basis with all measures reported using a 0 to 100 scale.

Figures prior to 2023 were taken from previous publications.

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