Amazon.com Inc. has a customer-satisfaction problem. A new survey shows almost one in every three Amazon shoppers received a product late or of lower quality than expected at least once a month.
In addition, nearly half (44%) of 1,000 shoppers surveyed reported that the product they wanted was not in stock at least once a month. More than a third (36%) of respondents said they could not find what they wanted quickly.
Customer experience vendor Brooks Bell conducted the survey in Q4 2021.
Given the global supply-chain crisis that shook up the entire retail world in late 2021, it’s not surprising that survey respondents said they received shipments later than expected. The problem, according to Gregory Ng, CEO of Brooks Bell, is that Amazon had set different expectations.
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