October 1, 2024 -- In line with CX Day (today), world-leading customer feedback company, HappyOrNot (www.happy-or-not.com), creators of the smiley-faced feedback buttons you might recognise from stores and airports around the world, has revealed retail data insights from their feedback terminals across the globe in a new report. 

CX Day is celebrated annually, with the Customer Experience Professionals Association taking the opportunity to celebrate the work of CX professionals and the importance of CX in industry. HappyOrNot is marking the occasion with the release of their first ever retail insight report, “Retail’s Biggest CX Trends in 2024”, which includes actionable data on retail industry trends, customer experience, and emerging technologies shaping the future of retail.

During H1 2024, HappyOrNot collected over 27 million in-store retail feedback data points globally. HappyOrNot can reveal that for H1 2024: 

  • The happiest time for customers is: 7am 
  • The least happy time for customers is: 7pm 
  • The happiest day of the week for customers is: Tuesday 
  • The least happy day for customers is: Sunday 

HappyOrNot can also reveal what cutomers are most unhappy with, and where retailers should focus their efforts to improve CX, as the most common customer complaints for H1 are: 1) Prices, 2) Product availability, 3) Store presentation, 4) Checkout Process, 5) Product Selection. 

Tim Waterton, Chief Revenue Officer and feedback management expert at HappyOrNot, says: “We are delighted to unveil our first deep-dive report, ‘Retail’s Biggest CX Trends in 2024’. Using insights collected by HappyOrNot terminals in-store, the report explores the trends which the data reveals and offers actionable insights for retailers, as well as customer success stories which demonstrate how harnessing the power of real-time data, and using it to inform key decision making, can be a game changer for management. We hope retailers will find this useful ahead of the Golden Quarter, when stores are busier than ever.”

The report includes a thorough breakdown of customer satisfaction by time of day and day of week, offering a precise understanding of exactly when satisfaction increases and decreases, goes into detail about the top 5 strengths and weaknesses of key operational areas within the retail sector, and provides a concise but comprehensive snapshot of three major sub-industries: grocery, convenience and apparel.

The full report, with further insights into the state of CX in the retail sector, is available to download at: https://www.happy-or-not.com/en/insights/resources/retails-biggest-cx-trends-2024-report/

About HappyOrNot

HappyOrNot® offers a cutting-edge customer feedback system tailored to enhance customer experiences with real-time, operational insights. As a pioneer in high-volume data collection since 2009, HappyOrNot stands apart by enabling retail, healthcare, and service organizations to capture in-moment relevant feedback at any touchpoint and in all channels. Our seamless integrations, ease of use, and AI-driven insights empower businesses to drive immediate impact through informed decisions that promote long-term growth, customer loyalty, and revenue. 

Headquartered in Finland, with an office in the US and a global reseller network, HappyOrNot has provided over 1.5 billion consumer responses for thousands of clients across the globe, including some of the world’s most successful brands such as Google, Aramark, Heathrow Airport, Amazon, Rocket Stores, Knox Community Hospital, and more. Visit happy-or-not.com