Amazon Falters During COVID-19, While Costco, Etsy, and Nordstrom Take the Internet Retail Crown, ACSI Data Show

The past six months have been a trying time for most retailers.

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Four out of five retail industries the American Customer Satisfaction Index (ACSI) measures – department and discount stores, specialty retail stores, supermarkets, and internet retailers – have seen customer satisfaction wane during the pandemic, according to special COVID-19 retail study. (Graphic: Business Wire)

Four out of five retail industries the American Customer Satisfaction Index (ACSI®) measures – department and discount stores, specialty retail stores, supermarkets, and internet retailers – have seen customer satisfaction wane during the pandemic, according to the ACSI’s special COVID-19 retail study based on surveys collected from April 1, 2020 to September 30, 2020.

Compared to ACSI’s 2019-2020 Retail Report, internet retail takes the biggest hit during the pandemic, down 4.9% to an ACSI score of 77. Yet, it remains ahead of

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