Customer Service
Lowe’s employees rank tops in customer experiences
March 26, 2025
Lowe's employees ranked tops in customer feedback, according to a Chatmeter report.
The report, "2025 Retail Associates Reputation Ranking," is an AI-powered analysis of customer feedback on associates. Chatmeter used its PulseAI: Singlas platform to analyze more than one million reviews of 10 of the largest U.S retailers, according to a press release.
The report found associates at Lowe's, Ahold Delhaize's Food Lion and The Home Depot provided the best customer experiences in 2024.
"Retail associates are on the frontlines of brand reputation, so even small pockets of inconsistent customer service among them can negatively impact retailers," John Mazur, CEO of Chatmeter, said in the release. "Thanks to AI, even retailers with hundreds or thousands of stores can now analyze customer feedback at scale to identify those pockets and make the right decisions to improve the associate and customer experiences."
Additional findings include:
- Retailers made progress on CX around anti-theft measures: Mentions of items being locked up surged 198% on average at retailers that utilize the anti-theft measure, but sentiment improved by an average of 10.5%.
- Product shortages eased: References to empty shelves and shortages dropped significantly by 25% on average, improving customer satisfaction.
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