{"id":1025226,"date":"2025-05-29T02:21:14","date_gmt":"2025-05-29T09:21:14","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1025226"},"modified":"2025-10-07T01:51:12","modified_gmt":"2025-10-07T08:51:12","slug":"walmart-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/walmart-nps\/","title":{"rendered":"Walmart NPS &amp; Its Loyalty Scorecard in 2025"},"content":{"rendered":"\n<p>Walmart has no trouble getting people through the door, but getting them to recommend the experience? That\u2019s another story.<\/p>\n\n\n\n<p>In 2025, most shoppers are still showing up and checking out. They\u2019re getting what they need, but not necessarily walking away excited to tell a friend. So, what\u2019s missing?<\/p>\n\n\n\n<p>Let\u2019s take a closer look at why Walmart\u2019s NPS isn\u2019t higher, what the numbers say about the customer experience, and how a few minor changes could make a big difference.<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is NPS?<\/strong><\/h2>\n\n\n\n<p>You know when someone asks, <strong>\u201cWould you recommend this to a friend?\u201d<\/strong> That\u2019s the heart of <a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">NPS, short for Net Promoter Score<\/a>. It\u2019s a way to figure out how your customers feel about your brand, based on whether they\u2019d vouch for you.<\/p>\n\n\n\n<p>The beauty of NPS is that it all comes down to one simple question:<\/p>\n\n\n\n<p><strong><em>\u201cOn a scale from 0 to 10, how likely are you to recommend us to a friend or colleague?\u201d<\/em><\/strong><\/p>\n\n\n\n<p>The answers give you more than just numbers. They reveal levels of loyalty:<\/p>\n\n\n\n<ul>\n<li><strong>Promoters (9\u201310): <\/strong>These folks love you. They\u2019re your superfans, spreading the word without you even asking.<\/li>\n\n\n\n<li><strong>Passives (7\u20138): <\/strong>They\u2019re okay with your brand\u2014content, but not fired up. They\u2019re also the easiest to lose if a competitor does something cooler.<\/li>\n\n\n\n<li><strong>Detractors (0\u20136): <\/strong>Something didn\u2019t click for them. And chances are, they\u2019re telling others about it.<\/li>\n<\/ul>\n\n\n\n<p>To calculate your score, just subtract the percentage of Detractors from the percentage of Promoters.<\/p>\n\n\n\n<p>That\u2019s your NPS. A higher score means people are not only coming back, but they\u2019re bringing others with them. A lower one? That\u2019s your signal to dig into what\u2019s not working and make changes that matter.<\/p>\n\n\n\n<p>In short, NPS is your shortcut to understanding whether customers are just shopping or rooting for you.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Walmart NPS Performance Score and Breakdown<\/strong><\/h2>\n\n\n\n<p>When it comes to <a href=\"https:\/\/www.questionpro.com\/blog\/customer-loyalty-what-it-is\/\">customer loyalty<\/a>, <strong>Walmart is holding steady with an NPS Score of 30<\/strong>, but some is catching up to do. According to <a href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\">QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report<\/a>, Walmart trails behind the <strong>retail industry average of 37.<\/strong><\/p>\n\n\n\n<p>That might not seem like a huge gap, but in the world of customer experience, even a few points can make a real difference in how a brand is perceived.<\/p>\n\n\n\n<p>Here\u2019s how Walmart\u2019s 2025 NPS breaks down:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2124\" height=\"1576\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/Walmart-NPS-Performance.jpg\" alt=\"Walmart-NPS-Performance\" class=\"wp-image-1041534\"\/><\/figure>\n\n\n\n<ul>\n<li><strong>Promoters: 50%<br><\/strong>Half of Walmart\u2019s shoppers are enthusiastic fans. These are the customers who would gladly recommend the store to others without hesitation.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul>\n<li><strong>Passives: 30%<br><\/strong>A third of respondents fall into the middle; they\u2019re generally satisfied, but not quite passionate enough to spread the word.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul>\n<li><strong>Detractors: 20%<br><\/strong>One in five customers had a less-than-ideal experience, and they\u2019re more likely to express that dissatisfaction to others.<\/li>\n<\/ul>\n\n\n\n<p><strong>So what does this mean?<\/strong><\/p>\n\n\n\n<p>Walmart clearly has a strong foundation of loyal shoppers. With 50% of customers already in the Promoter camp, the brand is doing something right. But that 20% of <a href=\"https:\/\/www.questionpro.com\/blog\/nps-detractor\/\">Detractors <\/a>suggests there are still touchpoints in the customer journey that could be smoother, faster, or more delightful.<\/p>\n\n\n\n<p>The good news? The gap is absolutely bridgeable. Reducing negative experiences and turning those lukewarm Passives into vocal fans could make a big difference, not just in NPS, but in brand buzz and long-term loyalty.<\/p>\n\n\n\n<p>Walmart isn\u2019t far behind, but there\u2019s still untapped potential waiting to be activated.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How Do Retail Industry Benchmarks and Walmart Compare?<\/strong><\/h2>\n\n\n\n<p>In retail, loyalty is about more than just foot traffic. It\u2019s about trust, experience, and whether someone is willing to say, \u201cYou should shop there.\u201d That\u2019s exactly what the net promoter score helps uncover.<\/p>\n\n\n\n<p>For 2025, Walmart\u2019s NPS sits at 30, placing it just below the retail industry average of 37. That gap might seem small, but it matters especially when every point reflects the strength (or weakness) of your relationship with customers.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\"><img loading=\"lazy\" decoding=\"async\" width=\"966\" height=\"1228\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/04\/download-full-report-cta-retail-7.jpg\" alt=\"download-full-report-cta-retail\" class=\"wp-image-1021235\"\/><\/a><\/figure>\n\n\n\n<p>Let\u2019s see how Walmart compares to other big players:<\/p>\n\n\n\n<ul>\n<li><a href=\"https:\/\/www.questionpro.com\/blog\/best-buy-nps\/\">Best Buy<\/a> and <a href=\"https:\/\/www.questionpro.com\/blog\/home-depot-nps\/\">The Home Depot<\/a> both lead the pack at 43.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.questionpro.com\/blog\/sams-club-nps\/\">Sam\u2019s Club<\/a> follows closely with a 42.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.questionpro.com\/blog\/jcpenney-nps\/\">JCPenney<\/a> performs well at 39.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.questionpro.com\/blog\/target-nps\/\">Target<\/a> lands at 33, just edging ahead of Walmart.<\/li>\n<\/ul>\n\n\n\n<p>These insights come from QuestionPro\u2019s latest study, which <strong>surveyed 1,000 participants<\/strong> to measure leading retail brands&#8217; Net Promoter Score. The report reflects honest customer feedback from <strong>Q1 2025<\/strong> and is updated quarterly, offering a fresh view of where brands stand and what they can do to improve.<\/p>\n\n\n\n<script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js.hsforms.net\/forms\/embed\/v2.js\"><\/script>\r\n<script>\r\n  hbspt.forms.create({\r\n    portalId: \"354042\",\r\n    formId: \"97089348-d87e-4534-925c-f0c1319bcc9c\",\r\n    region: \"na1\"\r\n  });\r\n<\/script>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What\u2019s Behind Walmart\u2019s Lower NPS?<\/strong><\/h2>\n\n\n\n<p>Walmart has always been known for convenience and price, but in 2025, that alone might not be enough to spark strong <a href=\"https:\/\/www.questionpro.com\/blog\/customer-advocacy\/\">customer advocacy<\/a>.<\/p>\n\n\n\n<p>The Walmart NPS score indicates areas where the customer experience may not be meeting expectations. We get a clearer picture when we look at the <a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">Customer Satisfaction Score (CSAT)<\/a>, which sits at 69%.<\/p>\n\n\n\n<p>The score indicates that most customers are content, but not necessarily impressed. They walk away with their needs met but not wowed, and that\u2019s a key reason why many aren\u2019t recommending the brand to others.<\/p>\n\n\n\n<p>In Walmart\u2019s case, the opportunity lies in those everyday moments. <strong>Slight delays at checkout, unhelpful staff interactions, or inconsistent product availability might seem small on their own, but they add up.<\/strong><\/p>\n\n\n\n<p>If Walmart can resolve those issues and invest in consistency and care at all touchpoints, the 69% CSAT could become significantly higher, and so could the NPS.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Are Walmart\u2019s Shoppers Coming Back?<\/strong><\/h2>\n\n\n\n<p>Although Walmart&#8217;s Net Promoter Score is lower and customer satisfaction is modest, its future purchase intent numbers are quite impressive.<\/p>\n\n\n\n<ul>\n<li>92% of customers say they\u2019ll shop there again.<\/li>\n\n\n\n<li>7% are unsure.<\/li>\n\n\n\n<li>Only 1% say they won\u2019t return.<\/li>\n<\/ul>\n\n\n\n<p>People still trust Walmart to deliver the basics effectively. They recognize it as convenient, affordable, and reliable. Although they may not express their appreciation loudly, most remain loyal through their purchases.<\/p>\n\n\n\n<p>This presents a significant advantage for Walmart. The company already has built trust with its customers, so the focus now is on transforming satisfied return customers into enthusiastic advocates.<\/p>\n\n\n\n<p>If Walmart can convert some of the 92% of returning customers into passionate promoters\u2014by enhancing service, improving shopping experiences, or adding small personal touches\u2014it could greatly increase its Net Promoter Score (NPS).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How Do You Calculate and Enhance Your NPS?<\/strong><\/h2>\n\n\n\n<p>Understanding how your customers feel about you doesn\u2019t have to be a guessing game. That\u2019s where Net Promoter Score, or NPS, comes in. It\u2019s a clear, simple way to see if people love what you\u2019re doing\u2014or if there\u2019s work to be done.<\/p>\n\n\n\n<p>Ready to get started? Here\u2019s how you can easily measure and grow your NPS with the help of QuestionPro:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Ask the Right Question<\/h3>\n\n\n\n<p>It all begins with just one:<\/p>\n\n\n\n<p><strong><em>\u201cOn a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?\u201d<\/em><\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1420\" height=\"543\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2019\/05\/NPS-survey-question.jpg\" alt=\"NPS-survey-question\" class=\"wp-image-1015856\"\/><\/figure>\n\n\n\n<p>This single question unlocks a world of insight. To dig deeper, you can add a follow-up like \u201cWhy did you give that score?\u201d That way, you\u2019re not just collecting numbers\u2014you\u2019re getting context.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Reach People Where They Are<\/h3>\n\n\n\n<p>Your customers are everywhere, so your survey should be too. Whether it&#8217;s email, SMS, social media, website popups, or even QR codes, QuestionPro makes it easy to reach the right audience\u2014anywhere, anytime. Need to get super specific? Use <a href=\"https:\/\/www.questionpro.com\/audience\/\">QuestionPro Audience<\/a> to target based on location, interests, or demographics.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Watch Feedback Roll in, Instantly<\/h3>\n\n\n\n<p>As soon as customers start responding, your NPS updates in real time. The dashboard gives you a live look at Promoters, Passives, and Detractors\u2014so you don\u2019t have to wait for a report to take action.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Turn Insight Into Action<\/h3>\n\n\n\n<p>Now comes the most important part: doing something with the data. Use what you learn to fix common pain points, strengthen what\u2019s working, and turn those middle-of-the-road Passives into raving fans. Even better? With built-in benchmarking tools, you can compare your score against others in your industry.<\/p>\n\n\n\n<p><strong>The best part?<\/strong> You don\u2019t have to be a data wizard to make this work. QuestionPro keeps it simple, so you can focus on what matters: creating experiences your customers love enough to recommend.<\/p>\n\n\n\n<p><strong>Want to see how your brand stacks up?<\/strong><\/p>\n\n\n\n<p>Start with the right questions, listen to the answers, and let your customers lead the way to better loyalty.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Want to See Where Your Brand Stands?<\/strong><\/h2>\n\n\n\n<p>If you\u2019ve ever wondered whether your NPS is ahead of the pack or just keeping pace, the answer is closer than you think.<\/p>\n\n\n\n<p>The <strong>Q1 2025 NPS Benchmark Report<\/strong> is your go-to guide for seeing how top brands are performing when it comes to customer loyalty. It\u2019s packed with honest feedback from real customers and updated regularly, so you get a clear, current view of where your brand stands.<\/p>\n\n\n\n<p>Whether you\u2019re leading the way or spotting room to grow, this report helps you make sense of the numbers\u2014and shows what the best in the business are doing right.<\/p>\n\n\n\n<p>Download the report now to compare your score, uncover insights, and get inspired by what\u2019s working for others.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\" style=\"border-radius:35px;background:linear-gradient(135deg,rgb(255,160,3) 0%,rgb(255,105,0) 100%)\"><strong><strong>Download the NPS Benchmark Report Now<\/strong><\/strong><\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>Need a little help making improvements? The <a href=\"https:\/\/www.questionpro.com\/cx\/\">team at QuestionPro<\/a> is always ready with expert advice tailored to your goals.<\/p>\n\n\n\n<p>Start turning insights into impact.<\/p>\n\n\n\n<p><\/p>\n\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/1025226&amp;lang=en&amp;cat=customer-effort-score|cx-2|nps\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<p><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Walmart <\/strong>isn\u2019t the only company in the retail industry with valuable lessons for those looking to improve their customer service and experience. Below, we recommend a few articles where you can learn how other major brands manage to maintain a high NPS and a loyal customer base \u2014 you\u2019ll surely find some useful insights along the way.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/05\/lowes-home-improvement-nps-2025.jpg\" alt=\"lowe's-home-improvement-nps-2025\" class=\"wp-image-1024456\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/lowes-home-improvement-nps\/\">Lowe\u2019s Home Improvement NPS &amp; Loyalty in 2025<\/a><\/h5>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/05\/Kohls-NPS-2025.jpg\" alt=\"Kohl's-NPS-2025\" class=\"wp-image-1023350\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/kohls-nps\/\">Kohl\u2019s NPS &amp; Satisfaction in 2025<\/a><\/h5>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/05\/Macys-NPS-2025.jpg\" alt=\"Macy's -NPS-2025\" class=\"wp-image-1022584\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/macys-nps\/\">Macy\u2019s NPS &amp; Customer Experience Insight in 2025<\/a><\/h5>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Walmart has no trouble getting people through the door, but getting them to recommend the experience? That\u2019s another story. In [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":1044166,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[992,170,303],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Walmart NPS &amp; Its Loyalty Scorecard in 2025 | QuestionPro<\/title>\n<meta name=\"description\" content=\"Walmart\u2019s customers are happy, but not all are recommending it. 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