- Some Amazon Prime customers are fuming, claiming the company has repeatedly delayed their shipments and backtracked on the two-day-shipping guarantee that comes with membership.
- But the data shows that Amazon has actually sped up the process of getting packages to customers.
- It’s likely Amazon’s delivery times are getting better, on average, but the sheer volume of customers could be leading to an uptick in customer complaints.
- Still, experts speculate that the proliferation of new Amazon delivery services could be leading to a disconnect with customers, many of whom might just not get how Prime really works.
- Either way, it’s not great news for Amazon, which is trying to attract even more people to Prime.
At the same time, data provided to Business Insider by Slice Intelligence showed that Amazon’s speed and consistency are actually improving when viewed on a large scale.
So what’s going on?
Experts who spoke with Business Insider said it was highly unlikely that Amazon would be slowing shipments on purpose. Instead, it’s likely a combination of factors — including that Amazon has a constantly growing member base of 100 million people, that it’s often introducing new services, and that Prime’s free two-day-shipping guarantee is misunderstood by many customers.