News

Walmart customer satisfaction ranking takes a deeper dip

Walmart’s battling a bunch of challenges and can now add not satisfying customers to the list.

February 29, 2016

Walmart's battling a bunch of challenges and now can add not satisfying customers to the list.

The world's biggest retailer slipped two points on the most recent American Customer Satisfaction Index (ACSI), according to a CBS News report, and has a tighter hold than ever on being last in the rankings among discount and department retail brands.

The survey, which polls over 9,000 shoppers, also puts Walmart in last place among healthcare and supermarket retailers.

Changing the trend isn't going to be a quick fix, ACSI Director David VanAmburg told CBS News.

"Altering those perceptions are going to take time," said VanAmburg. "If you think about the general reputation of Walmart as perceived by shoppers that are surveyed by a study like the ACSI, it is not a perception that it's a great place to shop."

One solace for Walmart is it isn’t alone when it comes to not meeting consumer expectations. Pricey supermarket Whole Foods isn’t doing that well either lately, dropping 8 points on the index.

"There was an effort to be more competitive on pricing, but that seems not to be working," VanAmburg said. "Other retailers are getting on the organic bandwagon, and consumers are finding that products they used to buy at Whole Foods they can find at other stores and often cheaper. It's making Whole Foods less attractive."

Here's a list of ratings for discount and department stores, ranked from top to bottom

1. Nordstrom (82)

2. Dillard's (80)

3. Fred Meyer (79)

4. All others (79)

5. Belk (77)

6. Kohl's (77)

7. Dollar Tree (76)

8. Meijer (76)

9. Target (75)

10. Dollar General (74)

11. J.C. Penney (74)

12. Ross (74)

13. Macy's (73)

14. Sears (71)

15. Walmart (66)