What are consumers’ happiest shopping times?
HappyOrNot has released a new report that details the biggest retail trends.
The report, Retail’s Biggest CX Trends in 2025, is based on more than 57 million feedback points collected from across the globe throughout 2024, offering in-depth analysis on customer satisfaction, retail performance, emerging technologies and the industry trends that will define the retail landscape in 2025.
Key findings from the global report include:
Customer Satisfaction Patterns:
- Happiest Time for Customers: 7 - 8am
- Least Happy Time for Customers: 6 - 8pm
- Happiest Days of the Week for Customers: Tuesday and Wednesday
- Least Happy Day for Customers: Sunday
Top Customer Challenges:
- Prices
- Checkout processes
- Product availability
Regional Trends and Peak Season Highlights:
Traffic growth and customer experience fluctuations data, with strategies for retailers to adapt to local market dynamics:
- North America: CX scores dip to their lowest in Q3 (91.8%) but recover swiftly in Q4, reaching 92.5%, the highest quarterly score of the year. Shopper traffic remains steady, making Q4 a critical period for retailers to excel through improved staffing, planning, and in-store execution.
- Europe: CX satisfaction drops to its lowest point of the year in Q3 (90.8%) but recovers in Q4 to 92.1%, despite declining traffic levels. This demonstrates that even in challenging markets, aligning execution with demand can help retailers regain momentum and drive customer satisfaction.
This data underscores the importance of adapting to local market dynamics and leveraging peak season opportunities to enhance customer engagement and operational performance.
Tim Waterton, chief revenue officer and feedback management expert at HappyOrNot, said, “Customer feedback is the cornerstone of improving the retail experience, and we’re excited to introduce the second edition of our deep-dive report: Retail’s Biggest CX Trends. Drawing on feedback insights collected from our terminals across global locations throughout 2024, this report delivers practical, data-driven recommendations for retailers, along with real-world success stories that demonstrate how real-time feedback can drive smarter decisions and transformative results."
The full report, with further insights into the state of customer experience in the retail sector, is available here.