The latest American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Study 2025 highlights Walmart's disappointing scores in customer satisfaction across several retail categories. Conducted between January and December 2024, Walmart ranked last in the hypermarket category with a score of 73, trailing behind Target at 80. Additionally, Walmart scored 75 in the supermarket sector, tying with Save-A-Lot. Despite these low ratings, which reflect issues in mobile app usability, store layout, and staff quality, Walmart remains the largest retailer in the U.S., boasting annual sales of $648 billion, underscoring the disconnection between revenue and customer satisfaction.
The American Customer Satisfaction Index (ACSI) reveals Walmart's low satisfaction scores across multiple categories, indicating a growing dissatisfaction among consumers despite its position as the largest retailer.
Walmart finished last in the hypermarket category with a score of 73, trailing behind competitors like Target, which scored 80, highlighting issues in store experience.
The low satisfaction scores reported by ACSI, particularly for Walmart in both hypermarket and supermarket categories, signal potential challenges for the retailer as customer expectations evolve.
Despite Walmart's enormous revenue of $648 billion, its consistently low customer satisfaction ratings may impact its competitive edge in the retail market.
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