Brand analysis
Following positive results last quarter where Walmart improved its Customer Effort score in all four pillars, this wave sees the brand simply hold those great results for the most part.
The only difference is in the ‘Speed of Resolving Problems’ pillar, up +1, with nearly half of all customers rating how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent”.
Walmart remains at fifth in the Technology in the US table, a position it now shares with HP and Target.
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’ll be watching closely to see if this drives scores Customer Effort Scores higher.
