- Reuters/Jeff Mitchell
After years of widespread complaints about poor customer service, Walmart is finally making improvements.
The retailer’s customer-service scores have increased for 79 weeks straight, The Street reports.The scores, which measure shoppers’ satisfaction with cleanliness, speed, and friendliness, are calculated by surveying thousands of shoppers about their experiences.
The improvement comes after Walmart committed last year to investing $2.7 billion over two years in wage increases, scheduling improvements, and employee training.
“Our customers continue to tell us they are happy with the changes we’re making in our stores, as evidenced by our customer-experience scores, which rose again this quarter versus last year,” Brett Biggs, the executive vice president and chief financial officer of Walmart stores, said ona call with analysts in May.
Beyond customer satisfaction, Walmart is also seeing results when it comes to sales, with the company’s US same-store sales growing 1% in the most recent quarter, driven by a 1.5% increase in traffic.
Walmart isn’t alone in investing in customer service. McDonald’s has seen lower turnover and higher customer-satisfaction scores since raising its average hourly wage to $9.90 from $9.01 in July, and KFC is testing new tech to help employees provide higher-quality customer service.