Walmart Hit by Rock-Bottom Customer Satisfaction

By Douglas A. McIntyre Published Jan 28, 8:15AM EST

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Walmart Inc. (NYSE: WMT) scored poorly in a recent customer satisfaction study.
Low scores have not kept it from being the largest retailer in America.

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Walmart Hit by Rock-Bottom Customer Satisfaction — © Jason Kempin / Getty Images News via Getty Images

The American Customer Satisfaction Index is the gold standard for measuring customer satisfaction across dozens of categories, from athletic shoes to internet service to soft drinks to airlines. Its latest release is the ACSI Retail and Consumer Shipping Study 2025.

The Retail and Consumer Shipping Study covers several categories, including general merchandise retailers, specialty retailers, and online retailers. The survey was conducted from January through December 2024. Company scores ranged from 0 to 100.

Walmart Inc. (NYSE: WMT | MCD Price Prediction) did poorly across several categories. It finished last in the “hypermarket” category, which includes big-box retailers, which combine department stores and grocery stores. Its score was 73. Category leader Target had a score of 80. Respondents to questions about this category were asked about such factors as mobile app, convenience of store location, staff quality, store layout, and the variety of merchandise.

Walmart finished second to last in the supermarket category, tied with Save-A-Lot with a score of 75. Giant Eagle has the lowest score at 74. The category leaders were Publix and Trader Joe’s, which each had a score of 84.

Among online multimarket retailers, Walmart tied for last place with China’s Temu. Each had a score of 75. The category leader was Amazon.com with a score of 83.

The low scores have not kept Walmart from being the largest retailer in America. The company tops the Fortune 500, meaning its revenue is higher than any other company in the United States, with annual sales in the most recently reported period of $648 billion.

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About the Author Douglas A. McIntyre →

Douglas A. McIntyre is the co-founder, chief executive officer and editor in chief of 24/7 Wall St. and 24/7 Tempo. He has held these jobs since 2006.

McIntyre has written thousands of articles for 24/7 Wall St. He is an expert on corporate finance, the automotive industry, media companies and international finance. He has edited articles on national demographics, sports, personal income and travel.

His work has been quoted or mentioned in The New York Times, The Wall Street Journal, Los Angeles Times, The Washington Post, NBC News, Time, The New Yorker, HuffPost USA Today, Business Insider, Yahoo, AOL, MarketWatch, The Atlantic, Bloomberg, New York Post, Chicago Tribune, Forbes, The Guardian and many other major publications. McIntyre has been a guest on CNBC, the BBC and television and radio stations across the country.

A magna cum laude graduate of Harvard College, McIntyre also was president of The Harvard Advocate. Founded in 1866, the Advocate is the oldest college publication in the United States.

TheStreet.com, Comps.com and Edgar Online are some of the public companies for which McIntyre served on the board of directors. He was a Vicinity Corporation board member when the company was sold to Microsoft in 2002. He served on the audit committees of some of these companies.

McIntyre has been the CEO of FutureSource, a provider of trading terminals and news to commodities and futures traders. He was president of Switchboard, the online phone directory company. He served as chairman and CEO of On2 Technologies, the video compression company that provided video compression software for Adobe’s Flash. Google bought On2 in 2009.