Walmart - Nice

Technology Retail in the US

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Walmart overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Walmart sits at joint fifth in the Technology Retail in the US table, alongside Dell and Target.

The brand has added +2 to its Overall Effort Score vs Q2 2025, with rises across all four pillars. Valuing the Customer saw the biggest increase, with a +3 increase.

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 believe we're now seeing this boost scores in the Customer Effort Index. We'll be paying close attention in the coming months to see how this develops.

Style of Communication

last quarter

49% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

46% rate the expertise of the customer service agent as 'excellent'

46% say the way details were clearly explained to them was 'excellent'

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the way they understood their needs was 'excellent'

46% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'excellent'

47% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

48% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'