Walmart

In September 2015, Walmart Canada launched its Online Grocery PickUp service in the Ottawa-area. Using this service, customers can log into the Walmart Canada website and purchase grocery items for pick up at their local participating Walmart store, where a Walmart associate loads their fresh grocery order into their vehicle.

Building on the success of the Ottawa-area service, Walmart added the Online Grocery PickUp service for Toronto-area customers. To ensure it was meeting customer needs and expectations, Walmart Canada’s online customer experience team developed a customer feedback survey to better understand the customer experience in three important areas:

• Communication of the new process. Customers would need to understand the new Online Grocery PickUp process immediately, as it was so different from existing Walmart shopping options.
• Customer satisfaction team response. There were bound to be some hiccups along the way, so how efficiently would customer representatives deal with these inevitable calls?
• Product variety. If successful, the program would need to start offering access to even more groceries – customer feedback could help Walmart Canada expand their grocery offering in the right areas.