Retail customer experience held strong in Q2 | Retail Customer Experience
Consumer Behavior
Retail customer experience held strong in Q2
Retail customer experience held strong in Q2, with the global satisfaction score hitting 92.4% “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 <a href="https://www.happy-or-not.com/en/insights/resources/retail-cx-pulse-q2-2026/" rel="nofollow noopener” target=”_blank”>press release. HappyOrNot provides customer feedback solutions.
- 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%.
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