Case Study: Walmart improves eCommerce experience and retention with Touchpoint Group

Uncovering the root cause of issues plaguing Walmart’s eCommerce platform during Covid-19 lockdowns

Walmart sought to improve conversion and retention on its eCommerce platform, which was plagued by a lower-than-average customer rating and a performance decline during the COVID-19 lockdowns. To uncover the root causes, they partnered with Touchpoint Group, which utilized its AI customer feedback analytics tool, Ipiphany, to analyze 74,500 public reviews.

Touchpoint Group's solution involved a multi-faceted analysis of the customer journey, benchmarking Walmart against competitors and using trend attribution to diagnose issues. The key finding was a critical disconnect between online and in-store stock levels, which was frustrating customers and damaging the ordering experience. This granular insight, provided by Touchpoint Group, gave Walmart’s eCommerce team a clear, data-driven path to resolve the issue, which was projected to improve its overall platform rating.

Walmart