The Client
Walmart accounts for about 15% of total US retail sales in grocery, home furnishings, electronics, apparel, and many other categories. Walmart operates over 11,200 stores under 55 banners in 27 countries and eCommerce websites in 10 countries, employing approximately 2.2 million associates (employees) around the world, with net sales of over $330B US dollars for its US operations.
The Challenge
Walmart wanted to gain greater visibility into the experience of its customers to identify the moments that mattered most, and where it needed to make the biggest improvements in the customer experience to drive greater revenue and profitability.
The Approach
Strativity deployed its large-scale quantitative research tool to over 5,000 new, returning, and non-purchasing Walmart customers and 400 associates (employees) to gain clarity into the Walmart experience across every touchpoint. Our quantitative research yielded deep insights into perceived performance against the importance of each touchpoint, employee vs customer rating of service, and a key driver impact analysis identifying which touchpoints Walmart could (and should) strategically invest in to drive the greatest lift in customer experience.
The Results
As a result of findings from our quantitative research, Walmart was able to identify several critical touchpoints where it could optimise the customer experience and drive an increase in employee empowerment and engagement. In the year following Strativity’s analysis and recommendations, Walmart sales increased by 3% (an increase of $8.6B USD).
