The human schedule for being happy or grumpy is a well-known rhythm to customer support agents and retail staff.
A fresh report from HappyorNot highlights the happiest time for customers is that early bird slot of between 7AM and 8AM, particularly on a Tuesday and Wednesday (likely having got over the rough end of a Monday).
On the grumpy side, workers can expect a barrage of complaints between 6PM and 8PM, presumably when customers just want to get things done, find the right items, and head home as quickly as possible. And Sunday represents their least happy day, again when most people would rather be doing other things. Leading the list of complaints are prices, product availability and checkout processes, all efforts where retailers should have a strong CX focus.
It will come as no surprise, but November is the key month for retail as consumers rev up for the holidays and take advantage of pre-festive sales. The report also highlights regioanl variations between North America and Europe, and key issues like traffic growth, CX fluctuations and strategies for adapting to local market dynamics.
Happy shoppers wanted!
HappyOrNot’s latest industry report, “Retail’s Biggest CX Trends in 2025” uncovers the key performance drivers, emerging customer experience trends and strategies to help retailers boost satisfaction, build loyalty and maintain a competitive edge. It highlights issues across pharmacies, fashion stores and grocers/supermarkets, along with the strategies to prepare staff for key seasons and future challenges.
The retail insights and data are supported by expert contributions from professionals, including Shep Hyken, who comments, “Customer service and experience drive repeat business, but what defines an experience that makes customers say, “I’ll be back”? One in four customers who experience an average or “satisfactory” experience may not return.”
Helping to tackle key pain points, and drive customer experience and sales, the report is live now. It also focuses on the “where next for CX?” question that many professionals are concerned about in the era of AI. That’s as AI tools becomes more affordable and accessible, allowing real-time supply chain management.
From key trends like omnichannel to sustainability, there’s everything you need to know about retail.