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Technology Retail in the US

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Walmart overall Effort Score
Black Star 1

59

VS

Black Star 2

59

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

60

last Quarter

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. 

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Style of Communication
62

vs

61

last quarter

46% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

 
Knowledge & Expertise
58

vs

57

last quarter

44% rate the expertise of the customer service agent as 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
61

vs

61

last quarter

43% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% say the way they understood their needs was 'excellent'

61% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
58

vs

59

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% 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"

52% say they made it ?very easy? to achieve what they set out to do