Customer Service

Retail customer satisfaction stays strong

Adobe Stock

October 22, 2026

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The customer experience in retail stayed strong in Q3, with a global satisfaction score hitting 91.9%, just o.5 percentage points from 92.4% in Q2 of this year.

That's a top finding from a HappyOrNot report, "Retail CX Pulse: Q3 2026," created with 15 million in-store retail feedback responses globally between July and the end of September.

The dip is concentrated at the top end of the scale, according to a press release.

'Very Happy; responses fell 0.5pp to 82.8%, while 'Unhappy' and 'Very Unhappy 'responses each rose 0.2pp.

"The quarter's HappyOrNot's Retail CX Pulse Report data shows retailers are getting the people side of the store right. Service remains the strongest part of the shopping experience, and store standards improved again this quarter, which shows the work retailers have put into staffing and routines is paying off. But overall satisfaction slipped slightly, and the reason is what happens after the greeting. Product, checkout and price are where shoppers are losing confidence," HappyOrNot VP of U.S. sales and global channels, Scott Erickson, said in the release.