Internet retailers such as Apple see customer satisfaction wane during COVID-19 pandemic — Apple World Today

Among Internet retailers, no companies improve customer satisfaction during the pandemic, as the category tumbles nearly 5% overall.

Costco, Etsy, and Nordstrom tie for first place at 80, but it’s nothing to get excited about. The first inches back 1%, while the latter two each recede 2%. Kohl’s and Newegg follow suit, both down 2% to 79. Nike and HP Store are next, each sliding 4% to 78.

Six companies score 77: Staples (unchanged), Best Buy (down 1%), Target (down 1%), eBay (down 3%), Macy’s (down 4%), and Amazon (down 7%). Amazon has the most to lose. According to the ACSI data, the former online leader experiences big declines in site performance, merchandise variety, inventory, customer support, and shipping.

Home Depot (down 3%) and the group of other internet retailers (down 4%) score 76 apiece, followed closely by nine retailers at 75: Walgreens (unchanged), GameStop (down 1%), Groupon Goods (down 3%), Gap (down 4%), Dell (down 4%), Apple (down 4%), Lowe’s (down 4%), Overstock (down 5%), and Wayfair (down 6%).

Walmart (down 1% to 73) and Sears (down 1% to 72) make up the bottom two. Surprisingly, customers are more satisfied with Sears’ shipping and mobile app capabilities. But those gains aren’t enough to improve overall satisfaction.

(Dennis Sellers has been covering the Apple industry since 1996. In addition to“Apple World Today,” he also runs his own freelance writing/editing service. If you want more info about the latter, email him at dennis.sellers@comcast.net.)