Retail customer satisfaction climbed to 94.6 percent in Q1 2026, but the headline figure only tells part of the story. In this CX Today interview, Francesca Roche speaks with Tim Waterton, Chief Revenue Officer at HappyOrNot, about what is really driving improvements in retail CX and where performance still breaks down.

Waterton explains why retailers are getting better at managing tough operational environments, how real-time microfeedback is changing decision-making on the shop floor, and why consistency matters more than averages. The discussion explores why CX is strongest in the morning and weakest in evenings and weekends, how staffing experience and store layout shape outcomes, and what retailers can do to improve price perception without cutting margins.

The conversation also looks at checkout innovation, from rapid lane management to the rise of slow lanes, and what proactive planning retailers need as traffic increases in Q2.

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