Consumer Behavior

Retail customer experience held strong in Q2

Generated by AI/Adobe Stock

August 14, 2026

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Retail customer experience held strong in Q2, with the global satisfaction score hitting 92.4%, according to HappyOrNot's second quarterly report, "Retail CX Pulse: Q2 2026."

The report collected 18.7 million in-store retail feedback responses between this past April and June, according to a press release. HappyOrNot provides customer feedback solutions.

Additional findings include:

Best performing days: Tuesday and Wednesday.
Weakest performing day: Sunday.
Customer satisfaction falls gradually throughout the day rather than dropping suddenly, with afternoons and evenings consistently the weakest periods.
Weekend pressure builds earlier and lasts longer than on weekdays, driven by higher footfall and busier teams.

The report also identified the biggest sources of friction in-store. Price perception remains the weakest operational pillar at 83.7%, while service execution leads at 97.7% and store environment follows closely at 94.3%. Transaction friction sits at 86.9% and product and inventory at 89.4%.

Consumer Behavior