Case Study: Walmart Canada expands Online Grocery PickUp, improves customer experience and grows pickup range from 3,000 to 7,000 items with Voxco Online

National Retailer Expands Online Grocery Pickup Service Using Voxco Online Customer Feedback

Walmart Canada (Walmart) rolled out an Online Grocery PickUp service and needed to quickly understand how customers experienced the new process — specifically communication of the process, customer-satisfaction team response, and product variety. To capture this feedback, Walmart used Voxco’s Voxco Online survey software.

Using Voxco Online surveys, Voxco helped Walmart identify clear improvements: simplified website and pickup communications, enhanced customer-service training, and a rapid increase in pickup product assortment from 3,000 to 7,000 items. The service expanded from Ottawa into Toronto, and Voxco Online continues to supply ongoing customer feedback to guide further refinements.

Walmart

Bonni Poch

Manager, Online Customer Experience