Download the full report to access exclusive insights
Get deeper insights into customer expectations, industry benchmarks, and winning strategies leading retailers use to improve customer experience.
What’s Inside?
- Exclusive data: CX scores, benchmarks, and trends across key retail segments
- Actionable strategies: How to optimize CX for increased customer loyalty
- Expert contributions: Insights from thought leaders on the future of retail
- Success stories: Case studies from top-performing brands
Get ahead of customer trends in retail
Benchmark your performance against industry leaders, set measurable goals for 2025, and adjust your retail CX strategies:
- Total feedback analyzed: 57+ million data points
- Global in-store retail CX score: 91.8%
- Best CX hour: 7 a.m.-8 a.m. (95.9%) | Worst CX hours: 6 p.m.-8 p.m. (90.0%)
- Best days for CX: Tuesday & Wednesday (92.4%) | Worst day for CX: Sunday (90.2%)
“The global retail landscape in 2025 is filled with exciting growth opportunities that retailers can seize. This is an ideal time for retailers to leverage technological advancements to enhance the consumer experience and improve operational efficiencies.”
Grant Gustafson, Head of Consulting & Analytics, Sensormatic Solutions
Top CX challenges: focus areas for retailers
Retailers are continuously evolving, but challenges persist in delivering top-tier customer experiences. Understanding these challenges allows brands to create targeted solutions that improve efficiency, engagement, and sales.
- Prices: 24.7%
- Checkout process: 21.3%
- Product availability: 20.4%
- Product quality: 19.4%
- Product selection: 16.4%
“Customer service and customer experience has never been more important to a retailer. A great experience builds trust, creates an emotional connection, makes price less relevant, and, overall, helps make the retailer stand out in a very competitive marketplace.”
Shep Hyken, Customer Service/CX Expert
Expert retail customer insights
Learn how:
- AI-driven personalization is transforming the way brands interact with customers.
- Real-time feedback management is essential for improving service quality.
- Blended physical and digital experiences create seamless customer journeys.
- Sustainability and ethical retail practices are driving long-term customer loyalty.
“Creating a better balance between staff and technology will be a trend going forward. Assisted check-out to offer just the right amount of help rather than a self or full service solution will be the sweet spot to ensure the shoppers last experience in store is a great experience.”
DeAnn Campbell, Head of Strategy and Insights, AAG Consulting Group
Boosting operations by improving CX where it happens
Customer satisfaction is shaped by what happens on the store floor—how quickly customers are served, how easily they find what they need, and how consistent their experience is from visit to visit. This report highlights the operational factors that most influence CX performance, including:
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Staffing strategies that match demand by hour, day, and season
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The operational impact of service flow, queue management, and store presentation
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Sector-specific challenges and where improvements are most urgently needed
Converting customer satisfaction into revenue
Great service doesn’t just make customers happy—it drives business outcomes. The report connects CX performance with peak trading periods and shows how leading retailers are using feedback data to improve conversion, retention, and revenue. You’ll discover:
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How CX scores track alongside peak footfall during Q4 and holiday trading
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Where pain points like product availability and pricing can derail purchasing
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Why high-performing retailers see CX as a lever for growth, not just a metric
Trusted by leading retailers worldwide
From global chains to local market leaders, retailers rely on HappyOrNot to deliver real-time insights that drive performance. The 2025 Retail CX Insights Report reflects the voices of millions of customers—and the actions of forward-thinking brands who listen, adapt, and lead with experience.
