Amazon has won in three categories of the GlobalData Customer Satisfaction awards, including the prestigious award for being the Best Retailer. The awards measure how satisfied customers are with the retailers. Having won just one award last year, Amazon dominated the awards this year alongside well-established winner John Lewis which also won three awards.
The awards are the result of two consumer surveys – one based on an online survey of 10,000 consumers that examines shopping habits across all channels, and the other based on an online survey of 10,000 that looks specifically at online retail.
Amazon beat previous winners John Lewis and AO.com for the Best Retailer in 2018 – they occupied second and third positions respectively.
John Lewis was another big winner this year, securing three awards in 2018 as well as being a runner-up in a further three.
JD Sports’ investment in multichannel initiatives such as ‘try before you buy’ and the launch of its delivery saver scheme, JD X Unlimited, paid off with the sportswear specialist winning Best Online Fulfilment Retailer.
Maureen Hinton, global research director at GlobalData Retail remarks, “Amazon’s focus has always been the customer and winning this accolade for customer satisfaction demonstrates its success in delivering what the modern shopper wants; convenience and value.”
Amazon stopped AO.com from winning for a third consecutive year as the electricals pureplay dropped to third place. Despite the maturity of the online retail market in the UK, Amazon’s sales growth has been accelerating in recent years.
John Lewis may be disappointed to have been pipped to the post by online giant Amazon for Best Retailer 2018; however it deservedly won Best Multichannel Retailer 2018, signalling its investment in online along with its instore service, its app and its focus on the fast-growing category, smart home, has resonated with its customers. John Lewis also won Best Clothing Retailer 2018 and Best Furniture Retailer 2018 demonstrating there is still a place for department stores that put customers at the heart of their proposition.
JD Sports has invested heavily in improving its multichannel proposition, enabling its customers to ‘try before you buy’ and to save on delivery with its delivery saver scheme, JD X Unlimited. Both of these factors have contributed to its winning position this year in online fulfilment, as its customers are able to benefit from better value delivery options and alternative payment options when shopping online.