The American Customer Satisfaction Survey rates hundreds of companies in dozens of categories. In its latest study, the Retail and Consumer Shipping Study 2026, Amazon.com Inc. (NASDAQ: AMZN | AMZN Price Prediction) topped the Online Retailer category.
In all the studies, regardless of category, companies receive ratings of zero to 100. This latest study is based on 31,293 completed surveys. Customers were chosen at random and contacted via email between January and December 2025.
Amazon scored 82 in the Online Multimarket category, putting it in first place. The category also included Costco (79 rating), eBay (78), Walmart (77), Target (75), and Temu (74). Across the larger Online Retailer category, which included 22 retailers, Amazon tied for the top spot with Chewy and Nordstrom.
The metrics used to measure these companies included quality of mobile app, ease of navigation, site performance, quality of product images, clarity and usefulness of product descriptions, availability of merchandise, variety of shipping options, ease of returns, and helpfulness of customer support.
Among the companies in the Online Retail category, Amazon is by far the largest in terms of revenue. Additionally, most of the other companies in the category are primarily brick-and-mortar retailers.
Amazon’s e-commerce revenue is huge. In the most recent quarter, the entire company had revenue of $180 billion. E-commerce was $147 billion of this. Amazon also had operating income of $17 billion, and e-commerce comprised almost $6 billion of this.
Amazon plans to improve the operating income of its e-commerce business. According to The New York Times, management recently decided to sharply reduce its human workforce by using robots. The paper reported:
Executives told Amazon’s board last year that they hoped robotic automation would allow the company to continue to avoid adding to its U.S. work force in the coming years, even though they expect to sell twice as many products by 2033. That would translate to more than 600,000 people whom Amazon didn’t need to hire.
Amazon plans to combine strong customer service with the best margins in the industry as it improves its workforce-to-revenue ratio.
Amazon Stock Price Prediction and Forecast 2026–2030
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