How far lagging behind is that assessment, or how likely is it that perceived trust is just lagging behind?
Anecdotical, it's wasn't long ago that I was deeply impressed by Amazon's customer service and quality. This has changed drastically, and today I go as far as only using Amazon if I basically have to. Thanks to recent developments (I'd say over the past few years), I now prefer either the manufacturer's website, or shops specialized on the relevant subject. I even get my consumer electronics from Best Buy.
I might be a bit extreme there (or maybe just "further along", depending on how you look at it), but Amazon having gone downhill--from once being well-known for its customer facing qualities no less--is certainly not a new or hot take.
I agree with this. Reputation is a funny thing, we think it is quickly lost (and can be), but it can also be lost very very slowly as a slow erosion of time.
I tend to think this slow way is alot harder to bounce back from. It took what, 3 generations? For Japanese-made cars to be seen as equal to or better than, American made cars, because for a long, long time the perception was that Japanese-made was crap (and it was). It took generations to overcome that point of view (because it took generations to form it).
It looks to me like the same is happening to Amazon. Not many people fully trust Amazon anymore, but also don't distrust it enough to say "I don't trust it!" to a survey. More like "Well... kind of... ok sure... I trust them."
Anecdotical, it's wasn't long ago that I was deeply impressed by Amazon's customer service and quality. This has changed drastically, and today I go as far as only using Amazon if I basically have to. Thanks to recent developments (I'd say over the past few years), I now prefer either the manufacturer's website, or shops specialized on the relevant subject. I even get my consumer electronics from Best Buy.
I might be a bit extreme there (or maybe just "further along", depending on how you look at it), but Amazon having gone downhill--from once being well-known for its customer facing qualities no less--is certainly not a new or hot take.