business evaluation.edited
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Nov 24, 2024
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Business evaluation entails assessing the economic value of the business organization or departmental
units. The business evaluation letter seeks to expound on poor customer experience with Walmart
Company. Through the business evaluation letter, significant attention is directed to poor service, I
experienced in Walmart stores. The letter recommends to the Walmart store what need to be done to
improve customers’ expectation.
Walmart poor customer service
When I was making the purchase of the current fashion in the Walmart stores, I was frustrated to learn
that the company has adequate equipped cash registers but with few employees operating them. The
shortage of employees running the cash registers is time-consuming and make the customers to be tired
in the long queues. Most of the customers are forced to forego some of their appointments due to long
hours spend while shopping at Walmart Stores. The equipped cash registers is a waste of resources since
they do not serve the interest of the customers. Additionally, in the Walmart Stores when one needs the
assistance to make a particular purchase no employee seems interested to respond back, yet I could see
them walking aimlessly all over the Stores.
Moreover, Walmart Stores need to hire more employees to run the cash registers to facilitate customers'
satisfaction. The company should facilitate a system where there are available employees to respond to
customers' inquiries. Customer satisfaction is a significant strategy for the achievement of set goals and
objectives of the organization. Additionally, having adequate personnel to run the cash registers would
help in reducing the time the customers are put on hold. Having stayed on hold for long hours was a
frustrating experience bearing in mind I had other sensitive matters that required my attention.
Prioritization of company policies above the needs of the customers
The expansion of the Walmart stores never took into consideration the addition of internal structures for
the management and regulation of the business. When making purchases at Walmart Stores I learned
that the enacted rules and regulations favor the business and inhibit customers' experience. For
example, I learned that there was a difference in the prices of the products in the store from the one
marked online. When I approached one of the employees requesting him to explain the differences
between the cheaper online prices and the higher prices in the stores he denied my request citing it was
the policy of the Walmart Company. This policy made me unsatisfied and frustrated due to unpopular
Walmart policies, which failed to provide customer satisfaction. The Walmart Stores should enact
customer-friendly policies to facilitate the development of customers' trust through prioritizing their
needs and at times bending their rules for the establishment of customer loyalty.
Difficulties in finding the required items
When I was making purchases of spotting facilities, I experienced a problem in locating where they are
shelved. When I requested to be helped the department manager told me that the difficulties were due
to policy by the home office that requires them to change the shelves layout of products at least once
every six months. The change of shelves layout makes it difficult even for the managers to know the
location of most of the products. The problem of locating the products is discouraging and make
someone lose interest in making the purchases. There is a need for formulating proper procedures such
as the installation of an electrical system to facilitate the location of products in their respective shelves.
How companies improve customer satisfaction
In my business evaluation letter, some suggestions would facilitate the improvement of the customers'
expectations. Walmart Stores need to take into account the negative customers' reviews on the internet.
There are numerous reviews by the customer in the online sites I included, such as store cleanliness,
unfriendly customer service, and empty shelves. Customers' dissatisfaction has a negative impact on the
retailers' profit, which led to the falling of stocks by approximately 30%, leading to a loss of $ 21 billion.
This shocking financial loss is a challenge to Walmart Stores to ensure embark on paying attention to the
online customers’ reviews. The Walmart CEO should respond and save the image problem of the
Company by improving customers' relationships by gauging customers’ feedback to boost their
reputation. The assessment of online remarks will help Walmart Stores to avoid sinking into a financial
crisis.
The customer-driven change
For the realization of customer-driven change, Walmart should balance their prices, provide advanced
services, improve the outlook of the stores, and improve the customers’ shopping experience. The
Walmart Stores should embark on the survey process to evaluate the rating of its stores, and giving
incentives to their respondents. The analysis of the customers’ responses would facilitate gauging of the
progress of the Walmart Stores, which will help the store managers to receive updates to make the
necessary improvements. Additionally, the feedback from the survey would help in creating a shopping
experience leading to the integration of brick and mortar stores and online networks for improved
efficiency. Through focusing on advanced strategy in the collection and implementation of customers’
feedback, Walmart will succeed in making changes that will improve customer’s experience leading to
long-term progress of the financial position.
Conclusion
The above business evaluation letter has analyzed details surrounding my experience and service in the
Walmart Stores. The poor customer experience was of frustration when making purchases at Walmart
Stores. Lack of customer satisfaction is a threat to the progress of a business, which requires immediate
intervention to restore the condition. Through the business evaluation letter, some suggestions would
facilitate the elimination of poor customer experience and improvement of the financial position.
references
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