The warehouse shopping club scored 83 on the annual American Customer Satisfaction Index, edging out Amazon’s score of 82. Amazon had topped the category since 2010, but its score slipped 4 points compared with a year ago. This is the first time the survey included Costco in its internet retail category.
The survey attributed Costco’s ascent to a same-day delivery partnership with Instacart and a new online grocery delivery service. Groceries are a large consumer category Amazon has struggled to penetrate. The company purchased Whole Foods Market in 2017, giving it a brick-and-mortar presence to help it sell more food.
The report reinforces the importance of groceries to win the wallets of web shoppers. Groceries represent $840 billion in annual U.S. spending, with Walmart Inc. the leading player.