Strengthening Walmart+ loyalty through
targeted appeasements for delivery errors
Strengthening Walmart+ loyalty through
targeted appeasements for delivery errors
Walmart+ is a membership with benefits that help convenience customers’ day to day such as free grocery delivery, saving them both time and money. There are times when grocery deliveries don’t go as planned, such as when orders are cancelled without notice due to errors during the fulfillment process.
I designed and tested an appeasement for canceled orders to help mitigate customer frustration, reducing customer complaint, and increasing member loyalty.
Walmart+ is a membership with benefits that help convenience customers’ day to day such as free grocery delivery, saving them both time and money. There are times when grocery deliveries don’t go as planned, such as when orders are cancelled without notice due to errors during the fulfillment process.
I designed and tested an appeasement for canceled orders to help mitigate customer frustration, reducing customer complaint, and increasing member loyalty.
The test
The test
The test was designed to compare the longer term behavior of members who are appeased versus those who aren't. It was tested by creating two groups and changing variants.
Group 1 (control): No appeasement given
Group 2: Appeasement given
The test was designed to compare the longer term behavior of members who are appeased versus those who aren't. It was tested by creating two groups and changing variants.
Group 1 (control): No appeasement given
Group 2: Appeasement given
Variant 1: $5 Walmart cash promo towards their next order
Variant 2: $10 Walmart cash promo towards their next order
Variant 1: $5 Walmart cash promo towards their next order
Variant 2: $10 Walmart cash promo towards their next order
$5 Walmart cash promo
$10 Walmart cash promo
Taking a look at impact
Taking a look at impact
+2%
+2%
increase in average orders per user
increase in average orders per user
highlights users' continued interest in appeasements
highlights users' continued interest in appeasements
94.56%
94.56%
reordered with $5 promo
reordered with $5 promo
94.98%
94.98%
reordered with $10 promo
reordered with $10 promo
Reducing membership churn with a
personalized cancellation flow
Strengthening Walmart+ loyalty
through targeted appeasements
for delivery errors
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