Retail Industry Insights Report 2025-2026 | United Kingom
This report explores the evolving behaviours, expectations, and experiences of retail customers in the United Kingdom. As physical retail continues to compete with digital channels, understanding what drives shoppers into stores, and what keeps them there has become critical for retailers seeking growth.
Uncovering Opportunities in the Retail Landscape
Resonate’s 4th Annual Retail Insight Report is here. As Australia’s leading customer experience management platform and a trusted partner in the retail industry, Resonate delivers deep, data-driven perspectives on the evolving customer landscape.
Building on the success of our 2024 Brick-and-Mortar Report, this latest release uncovers the opportunities shaping the future of retail. From shifting customer expectations to market priorities, the report highlights the insights that matter most, helping retail leaders unlock growth, reduce churn, and strengthen customer loyalty.
Get the insights you need to stay ahead in a rapidly changing retail environment.
Overview of the Research
The report examines how modern shoppers interact with brick-and-mortar retail environments and identifies the key CX factors that influence both purchase decisions and store loyalty. Key research themes include:
Research Highlights
The study highlights how customer experience (CX), convenience, pricing, and in-store engagement shape purchasing behaviour, loyalty, and advocacy. By analysing shopping motivations, customer frustrations, and emerging consumer mindsets, the research uncovers actionable opportunities for retailers to increase store visits, basket size, and long-term customer loyalty.
Don’t miss what retailers are raving about
Don’t just take our word for it. Here’s what clients share about their experience with Resonate CX:
“My key takeaway was discovering the differences between Traditionals and NEOs. It was fascinating and gives us a real opportunity to build on these insights with our most valuable customers—understanding what drives value, why it matters, and how to prioritize.“
Philip Nellenbach
Holland and Barret
“Key takeaway was the NEO segment, I think it’s a really powerful segment and brands are under utilizing it. The fact they’re looking for convenience, technology, and anything to make their lives easier is what’s going to cut through retail businesses. “
Daryl D’Cruz
Hexdon
“Main takeaway was how execution is still critical, whether you’re providing convenience, availability, or the right experience to your customer. It’s how you do it, it’s the most important factor.”
Greg Tufnell
Prime Advantage Capital Partners
These testimonials emphasise the real-world value of Resonate CX’s platform and research insights in building a customer-first culture.
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 UK consumers, conducted on 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.
Experience the Difference with Resonate CX
Speak to us and find out how we can help your business thrive.
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