markeT insights report
Current State of Retail Customers: Market Research Report 2025 | United Kingdom
Queue Fatigue
is Real
58%
shoppers are looking for staff allocation in check-outs
Speed Trumps Shipping
77%
shoppers prefer shopping in-store to get item immediately
Value Wins, Not Discounts
80%
NEO shoppers are willing to pay at least 5% extra for the dream experience
NEOs Drive the Impulse
8 out of 9
factors driving unplanned purchases come are led by NEOs.
Queue Fatigue is Real
58%
shoppers are looking for staff allocation in check-outs
Speed Trumps Shipping
77%
shoppers prefer shopping in-store to get item immediately
Value Wins, Not Discounts
40%
NEO shoppers are willing to pay at least 5% extra for the dream experience
NEOs Drive the Impulse
8 out of 9
factors driving unplanned purchases come are led by NEOs.
Download the Full Report
Introduction
In the face of rising customer expectations, economic uncertainty, and growing pressure to deliver margin without sacrificing experience, UK retailers are standing at a pivotal crossroads. To stay ahead, they must not only know what their customers want—but why they want it, and how to deliver it better than anyone else.
This report reveals what UK shoppers told us about their in-store behaviours, frustrations, and drivers of loyalty. We unpack what makes them switch stores, what sparks unplanned purchases, and what ultimately turns one-time shoppers into long-term brand advocates.
From the deal-hunting Traditional to the high-value, high-expectation NEO consumer—this isn’t just another market overview. It’s your roadmap to unlocking growth, increasing conversion, and making experience the differentiator.
Top Pain Points Addressed in This Report
This report tackles the core challenges facing UK retailers today. From declining in-store footfall to squeezed margins and shifting shopper expectations, it offers clear, data-backed answers to some of the industry’s most pressing questions:
Where should we invest to get the best ROI on experience?
From staffing and layout to loyalty programs and tech upgrades, the report ranks what actually moves the needle on time spent, satisfaction, and spend.
How do we increase in-store basket size?
By revealing the triggers behind unplanned purchases—like product placement, emotion, and promotions—this report shows how to nudge spend without slashing prices.
What drives loyalty in a cost-conscious world?
With customer service ranking as the top loyalty driver, the report highlights where staff matter most and how experience—not discounts—wins repeat visits and advocacy.
Why are customers walking out or switching brands?
It breaks down the key churn triggers (e.g. price perception, stock issues, unhelpful staff) and shows which are easiest to fix for fast results.
Understanding CX Drivers
Opportunity to Maximise
In-store CX & Revenue
Understanding Different Mindset
Leveraging In-Store Experiences
Driving Greater In-Store Revenue through
Dream Experiences
FAQs
Yes – 100% free. This report is available as a complimentary download, no strings attached. It’s our way of helping you stay ahead of evolving shopper behaviour and omnichannel trends in 2025. Just fill in your details and get instant access.
This report is designed for retail executives, marketing leaders, CX managers, and decision-makers who want to grow revenue through better omnichannel strategies. If you’re looking to increase basket size, drive footfall, boost checkouts, or future-proof your CX approach, this report is for you.
Very accurate. The findings are based on a statistically significant study of 900 Australian consumers, conducted in January 2025. With a 95% confidence level and a margin of error of less than ±4%, you can trust the data to guide strategic decisions.
The report dives deep into omnichannel behaviour, from the evolving role of physical stores to digital-first decision-making, checkout preferences, loyalty drivers, and what customers expect from brands in 2025. It’s packed with insights to inform your retail and CX strategy.
Absolutely. We encourage you to share it with your wider team, from marketing and operations to customer experience and store teams. The more aligned your departments are, the better your execution across the omnichannel journey.
Yes – and we’d love to. If you’re looking to dive deeper into the findings or explore how they apply to your business, our team is happy to walk through the insights with you and your stakeholders. We can tailor the conversation to your goals and uncover practical opportunities for growth. Just fill out this page when you’re ready.
One report, countless insights—see for yourself
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