Amazon customer satisfaction continues to decline
Posted: Mon Jan 20, 2025 4:33 am
It is a fact that the pandemic has accelerated the widespread adoption of e-commerce and online shopping, favoring Amazon, but in 2022 the economy began to lose steam, reaching record levels of inflation in the US and causing a market crash.
According to an Amazon spokeswoman, customers are not very satisfied with the experience the company offers. Among the various consumer complaints, customer service, for example, has been highlighted as an issue at the retailer.
While the company has worked in recent years to improve the way customers find products on the site, search results have also been frustrating for consumers.
This is because Amazon has increased the number of third-party sellers singapore phone number list using its platform, adopting advertising to rank higher, which affects the clarity of search results.
“ For 20 years it was customer obsession at all costs, now customer obsession is for fair cost ,” said Guru Hariharan , a former Amazon manager and CEO of e-commerce services provider CommerceIQ.
According to the WSJ , some Amazon shoppers have expressed disappointment with their shopping experiences at the company, even as they continue to view it as an essential part of their lives.
One of those interviewed is Ken Higgins, 48, who has been an enthusiastic Amazon Prime member since the service launched in 2005, but several current experiences with the company are leaving him frustrated.
Recently, I tried to make a purchase on Amazon again, but when I searched for the item on the website, I couldn't find it, despite typing in the model number and finding it in other stores.
After a different search for a baby walker, she purchased one with the promise of two-day shipping, but delivery took a week.
According to an Amazon spokeswoman, customers are not very satisfied with the experience the company offers. Among the various consumer complaints, customer service, for example, has been highlighted as an issue at the retailer.
While the company has worked in recent years to improve the way customers find products on the site, search results have also been frustrating for consumers.
This is because Amazon has increased the number of third-party sellers singapore phone number list using its platform, adopting advertising to rank higher, which affects the clarity of search results.
“ For 20 years it was customer obsession at all costs, now customer obsession is for fair cost ,” said Guru Hariharan , a former Amazon manager and CEO of e-commerce services provider CommerceIQ.
According to the WSJ , some Amazon shoppers have expressed disappointment with their shopping experiences at the company, even as they continue to view it as an essential part of their lives.
One of those interviewed is Ken Higgins, 48, who has been an enthusiastic Amazon Prime member since the service launched in 2005, but several current experiences with the company are leaving him frustrated.
Recently, I tried to make a purchase on Amazon again, but when I searched for the item on the website, I couldn't find it, despite typing in the model number and finding it in other stores.
After a different search for a baby walker, she purchased one with the promise of two-day shipping, but delivery took a week.