Technology Retail in the US
Walmart has retained its Overall Customer Effort Score of 57, leaving it in 6th position alongside HP in the US Technology Retail rankings.
There could be some increases next quarter, however, as Walmart announced its plans to ramp up its visual capabilities of its eCommerce platforms. This is based on the back of a survey that examined consumer interest in technologies that included virtual try-ons and other items to get a real-world visual.
Looking at its pillar scores, three remained the same scores. Style of Communication increased by +1 point to 61 and 47% customers rate this area particularly well for the politeness of Walmart's customer service agents. It did experience a 1% decrease in customers marking them up for its ability to communicate in their chosen language, besides English, giving an area of improvement for the company next quarter.
Customer Effort in detail
Style of Communication
60 vs 60 last quarter
47% say the politeness of their customer service agents is 'excellent'
48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
56 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
59 vs 59 last quarter
45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
39% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
Speed Solving the Problem
56 vs 56 last quarter
42% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'
43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
