Latest research

Experiential CX looks set to play a vital part in the future of retail

Our research shows that shop, pub and restaurant-goers find the experience a lot more sociable now compared to 2020.

Our research shows that shop, pub and restaurant goers feel the experience is getting back closer to pre-pandemic times.

Our research shows that nearly half of pub-goers think the atmosphere would be improved by music and the sound of people.

Our Mind The Gap Research is back! And it’s uncovered some very positive findings on retail & hospitality customer experience and behaviour.

Will football finally come home with a song that brings the people together?

A recent survey of over 15,000 consumers placed ‘experience’ at the heart of retail, with 81% of respondents saying they’d pay more for it.

Across the summer, we carried out extensive research into understanding customer behaviour and the perceived gaps in experience and atmosphere in the retail and hospitality sectors, post lockdown 1.

With a quarter (22.5%) thinking it is even more relaxing now.

Half (49.9%) think it is just as relaxing now compared to pre-lockdown.

And only a third of them will go less frequently than pre-lockdown.

With over half of shoppers finding the experience less sociable than pre-lockdown.