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Walmart

  Technology Retail in the US

Walmart overall Effort Score: 59 Walmart vs 57 Walmart last quarter
Sector Effort Score benchmark: 59 Walmart vs 58 Walmart last quarter

A positive quarter for Walmart, with the US retail giant managing to improve in all four pillars, while increasing its overall Overall Effort Score by +2 points to 59 in the process. However, this hasn't seen it grow its overall ranking in the US tech retail sector, where it remains in 6th.

Its biggest rises in the four pillars came with its Speed Solving the Problem score of 58, which was a +2 increase compared to last time, as well as Valuing the Customer, which also rose by the same amount to a score of 61. 

For the latter, 43% rated this brand as 'excellent' for how they made them feel valued/important as a customer, while 60% say they were 'very satisfied' with the outcome of their communication or contact.

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Customer Effort in detail

Style of Communication 61 vs 60 last quarter

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

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 57 vs 56 last quarter

43% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

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

Understanding & Valuing the Customer 61 vs 59 last quarter

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

42% say the range of solutions or options that were suitable was "excellent"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 56 last quarter

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

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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