Wal-Mart Statement on the University of Michigan Customer Service Report

This survey of a handful of Wal-Mart shoppers doesn’t come close to being a true reflection of customer satisfaction with Wal-Mart.

We survey about two million customers every quarter, and our ratings have continued to improve all year. All five of our service metrics hit new highs in the fourth quarter, including those on faster, friendlier and cleaner stores. Even the financial analysts who cover our company have noted the improvement in their communications to their clients.

Certainly, with about 140 million Americans visiting our stores every week, Wal-Mart remains the most popular shopping destination in the country, and our attention to customer service is one of the reasons why.