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Russell Nemetz Costco Nudges Out Amazon in Online Retailer Survey
by Russell Nemetz, click here for bio

Program: Land & Livestock Report
Date: March 07, 2019

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Costco, with its popular Kirkland brand, has replaced Amazon as top online retailer in the latest American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Report.

Costco is the value leader among online retailers, offering quality products at a lower price, said ASCI, which surveys more than 62,000 consumers annually. The warehouse club operator moved to the top spot after Amazon held that position since 2010.

Costco scored an 83 in ACSI’s survey, which uses a scale of 0-100 to measure customer satisfaction. Amazon fell 4 percent to 82. ACSI noted the e-commerce giant’s retail business growth slowed with the acquisition of Whole Foods.

Among other online retailers, Target came in at the industry average of 80, and Walmart was near the bottom in customer satisfaction at 74, just above Sears.

For all grocery retailers, including brick-and-mortar, Trader Joe’s rose 1 percent to 86, making it No. 1. Wegmans’ 1 percent improvement gives it an ACSI score of 85. Publix fell 2 percent to tie with Aldi at 84.

H-E-B slipped 1 percent to 82, and Sam’s Club (Walmart) dropped 2 percent to 80. Whole Foods fell 2 percent to 79 despite its acquisition by Amazon. This puts Whole Foods in a tie with BJ’s Wholesale Club, Hy-Vee, Kroger and ShopRite. Southeastern Grocers saw the biggest decrease in satisfaction, slipping 3 percent to 76.

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