Wal-Mart ‘customer satisfaction’ rating sinks

by The City Wire staff (info@thecitywire.com) 58 views 

The new management team at Walmart U.S. has no where to go but up, according to a recent survey by the American Customer Satisfaction Index released Wednesday (Feb. 18). While consumers’ overall satisfaction with retail stores fell 1.4% in 2014, Wal-Mart’s score of 68 was down 4.2% from the prior year, tying the retail giant’s lowest score which was first hit in 2007. The 68 was also the lowest ranking in the discount and department store categories.

Walmart U.S. CEO Greg Foran has vowed to “fix the shopper experience” and he’s restructured his entire management team noting that it will take some time given there are more than 5,000 stores and he’s focused on every one of them doing a better a job.

Nordstrom held on the top spot with a score of 86 out of 100, rising 3.6% from the prior year’s survey. Little-Rock-based Dillard’s took second place with a score of 81 which was the same ranking consumers gave it in 2013.

Target also made a nice comeback in 2014 with a score of 80, up 3.9% from the prior year following the security breach that impacted millions of shoppers.

Other retailers losing favor with consumers were Kohl’s, whose score of 80, slid 1.2% from the prior year. Sears also shed points scoring a 73, down from 77 last year.

Customer Satisfaction Rating
Nordstrom: 86
Dillard’s: 81
Kohl’s: 80
Target: 80
Dollar Tree: 79
Macy’s: 79
J.C. Penney: 77
Dollar General: 75
Family Dollar: 75
Sears: 73
Wal-Mart: 68