Walmart’s checkout speed is 'the slowest in the industry,' according to the latest consumer satisfaction survey.
Walmart’s checkout speed is "the slowest in the industry," according to the latest consumer satisfaction survey.Joe Raedle / Getty ImagesGet breaking news alerts and special reports. The news and stories that matter, delivered weekday mornings.When it comes to satisfying their customers, most U.S. retailers — both brick-and-mortar and online — are losing ground for the second year in a row, according to an annual consumer satisfaction survey.
Customers surveyed did not see any improvement in the online shopping experience since last year and felt most aspects of the process — including desktop checkout, navigation and site performance — have deteriorated. Mobile apps are the one bright spot, earning high marks for quality and reliability.
Other internet retailers that did well: Etsy, Kohl’s, Nike and Nordstrom all scored an 81; Apple, eBay, HP Store, Macy’s, Newegg, Overstock, Target and Wayfair all had an 80. Walmart and Sears were at the bottom of the list.Costco also takes the top spot in the department and discount store category, with an 83. Sam’s Club is close behind at 80. Both had the same scores from last year, even though customer satisfaction with the category dropped 1.3 percent to an ACSI score of 76.
Walmart’s score rose 1 percent, but with a 72, it’s in next to last place. “Walmart’s checkout speed is the slowest in the industry and its staff are less courteous than its competitors,” the report said. Beleaguered Sears, which struggles to say alive, slipped another 4 percent to score an all-time low of 70.The nation’s supermarkets also took it on the chin, with customer satisfaction in this category down 1.3 percent, for an ACSI score of 78.
Two traditionally high-performing chains, Trader Joe’s and Wegmans, continued to shine with even higher scores this year. With an ACSI score of 86, Trader Joe’s is not only the highest-rated supermarket, it’s the highest-rated retailer in this survey. Wegmans is a close second at 85, followed by Aldi and Publix at 84, Costco , H-E-B and Sam’s Club . Walmart holds on to its perennial last place, with a 72, down 1 percent.
Considering the importance of retail to overall consumer spending, the continued decline in customer satisfaction cannot be taken lightly.
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