Amazon have retained their #1 spot as the top performing retailer in the UK Customer Satisfaction Index (July 2018) for the sixth year consecutive time in the biannual rankings. Amazon were the top non-food retailer as well as being the top overall retailer in the survey of UK shoppers.
Amazon have slipped slightly though, in July 2017 their satisfaction score was 87.0, dropping to 86.6 in January and recovering to 86.7 by this July.
eBay are in 9th spot for non-food retailers dropping two places since January (joint 28th out of all retailers). However eBay satisfaction isn’t slipping – they have increased their score from 81.8 in July 2017 to 82.3 this July. What’s happened is other retailers have increased their score by a larger amount.
There is of course a valid reason why eBay are always likely to be naturally lower in the satisfaction ratings and that is because they have less control over most sales than Amazon. On Amazon, often even if you purchase from a third party retailer, Amazon control the delivery experience if the product is in an FBA warehouse and have their own logistics company to perform the delivery whereas eBay are largely at the whims of individual sellers and the vast array of carrier services that they choose.
Amazon also benefit from most products being sold as new and at a fixed price whereas eBay are also contending in the ratings with individual sellers descriptions of used products and the consequent difference in opinion of the item condition that buyers may have.
Top 10 UK retailers for Customer Satisfaction
Category – Non-Food Retailers