The Verint Experience Index for Quarter 4, 2019 ranked Amazon as the number one brand for the best digital customer experience among online users.
Amazon is ranked number 1 in the top 25 U.S. websites and in the top 25 retailers category respectively.
The e-commerce giant received the highest rating across all four crucial customer satisfaction drivers.
Some of the other notable brands like Pinterest (No.2), PayPal (No. 4), Google (No. 5), YouTube (No.6), Instagram (No.7), Yahoo (No.13), eBay (No. 14), Bing (No.17), Facebook (No. 20), and Twitter (No. 24) which have a significant retail component to them were also featured in the top 25 websites ranking.
The top 10 ranking retail brands consisted of the following:
- Amazon
- Publix
- Target
- Macy’s
- Lowe’s
- Apple
- Best Buy
- Walgreens
- Kroger
- 7 -Eleven
Amazon is also ranked highest among the Top 25 retailers across the four key experience drivers of site performance (responsiveness, complete loading, speed), site information (readability, thoroughness, relevance), look and feel (legibility, spacing, visual appeal), and navigation (links, page layout, content find-ability). Apple took second place in the site performance driver, while Target was ranked second in site information, look and feel, and navigation. Interestingly, Target was not in the top 5 ranking for site performance suggesting that the company have some work to do to improve its website responsive time and speed.
Looking at Amazon’s customer experience closely, 39% of Amazon customers said buying online was the reason why they visited their e-commerce platform recently.
In terms of total sales / customers, Amazon is setting the benchmark. They have over 100 million shoppers in the U.S. alone and generated more than $130 billion a year in sales.
The e-commerce giant is further enhancing customer experience with the launch of their first cashier-less grocery store called Amazon Go Grocery. The store is able to keep 5,000 products in stock with a footprint of 10,400 square feet. It has been in the development for the past 5 years.
