Insight Report 10 minutes PremiumAmazon UK Slips Down the Customer Satisfaction Rankings: Could We See a Similar Shift in the US? Coresight Research January 17, 2018 Executive Summary In 2017, OC&C Strategy Consultants reported that Amazon had lost its long-held first place in its annual ranking of the UK’s favorite retailers. Amazon UK fell sharply in last year’s survey, to fourth place. OC&C’s 2017 survey found that Amazon UK saw lower scores for value for money, quality, low prices, store look and feel, and customer service year over year. No such decline in customer satisfaction was evident in the US, though, and Amazon continues to rank as the favorite online retailer in Germany, its largest non-US market. Possible reasons for Amazon UK customers’ reduced satisfaction are the company’s use of some delivery services with poor reputations and heightened competition in delivery and collection. The UK case suggests that Amazon may face challenges in sustaining customer satisfaction levels in other markets as omnichannel competition increases. As more retailers offer rapid delivery and free rapid collection services, Amazon’s fulfillment advantages diminish. This report is for paying subscribers only. Already a paying subscriber? Please log in to see the entire report.If you wish to learn more about our subscription plans and become a paying subscriber, click here. This document was generated for Other research you may be interested in: September 2023 UK Retail Sales: Growth Slows Amid Continuing Cost of Living Pressures and Unseasonably Warm WeatherChina Consumer Tracker: Avoidance Steady Despite Rising Flu CasesRetail-Tech Landscape: Drones in RetailDeclines in Financial Security Represent a Trend To Watch: US Consumer Survey Insights