ACSI - U.S. customer satisfaction with mobile retail in 2016

This timeline shows the customer satisfaction with the overall mobile retail sector in 2016, measured with the American Customer Satisfaction Index (ACSI) score. During the survey period, customer satisfaction with Amazon.com reached a mobile satisfaction score of 85.

U.S. customer satisfaction with selected mobile retailers as of December 2016

ACSI score (100-point scale)
Amazon.com85
Apple82
Coach82
H&M82
L.L. Bean82
Under Armour81
HSN81
Newegg81
Nike81
Best Buy80
Express80
Aggregate Mobile Satisfaction80
Kohl's80
Neiman Marcus80
Etsy79
Nordstrom79
Staples79
Target78
Gap78
Home Depot78
Lululemon78
Macy's78
QVC78
Walmart77
Walgreens76
Sears74
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Sources

Release date

December 2016

Region

United States

Survey time period

November 4 to December 2, 2016

Number of respondents

40,000 respondents

Special properties

average satisfaction across mobile websites and apps

Method of interview

Face-to-face interview

Supplementary notes

According to the source, the e-commerce sector (measured by the ACSI every fourth quarter for the past ten years) is comprised of the following three industries, chosen because they offer the greatest GDP contribution in the sector: e-retail, online brokerage, and online travel companies. The ACSI indexes are multivariable components measured by several questions. The questions assess customer evaluations of the determinants of each index. Indexes are reported on a 0 to 100 scale.

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Statistics on "Etsy"

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