Brand analysis
Walmart’s Overall Effort Scores remain unchanged for the fourth consecutive wave. At 59, the brand remains locked in sixth place in the Technology Retail in the US table, sharing the spot with Dell and HP this time around.
Only minor wave-on-wave changes can be found in the brand's scores in the component pillars. Valuing the Customer remains the same. Knowledge & Expertise and Style of Communications is up by +1 and Speed of Resolving Problems is down -1.
In January, Walmart announced a raft of new customer service innovations, including the development a GenAI customer assistant. The assistant aims to engage customers in natural conversations, according to Retail Customer Experience. The launch follows a successful beta test last year.
We've not yet seen a positive boost to scores in the Customer Effort Index. We'll be paying close attention in the coming months.