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Amazon tops US customer satisfaction ranking

Amazon continues to hold first place in the annual American Customer Satisfaction Index (ACSI).

The news should come as no surprise; the US e-commerce giant hasn’t convinced more than 63 million Americans to become Prime members by providing poor customer service.

The ACSI surveyed over 10,000 customers to measure perceptions of quality and value across retailers nationwide. Amazon’s score of 86 placed it ahead of online retail competitors, including Newegg, Ebay and Netflix.

The e-commerce sector as a whole outranked specialty retail stores, department and discount stores, drug stores, supermarkets and gas stations on customer satisfaction, though satisfaction levels across the retail industry were up compared to last year.

“Customer obsession is the very heart of our approach, and it’s energizing to see customers respond,” Jeff Bezos, Amazon’s founder and CEO, said.

“Thank you to all our customers and big congrats to the entire Amazon team.”

To thank customers, Amazon donated 5 per cent (10 times the usual rate) of the purchase price of eligible products on AmazonSmile to charitable organisations on 16 March.

AmazonSmile offers the same shopping experience as, but the e-commerce giant donates 0.5 per cent of the price of eligible purchases to a charity of the customer’s choosing. To date, Amazon has donated over US$46 million.

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