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Verint Experience Index: Retail

CSAT, NPS and Customer Behavior Insights

Verint Experience Index: Retail
The Verint Experience Index Retail Report examines retail consumers’ behavior and preferences which are essential to consider when fine-tuning your CX strategy – especially as you prepare for the Black Friday, Cyber Monday, and holiday shopping rush. With the level of investment seen in digital solutions since 2020, it’s an uncertain time for many retailers, and finding a balance that offers exceptional online and in-store experiences isn’t straightforward.

The Verint Experience Index is a web panel survey report chronicling customer experiences across key industries. This new retail edition ranks the omnichannel experiences of the top retailers in the U.S. Get this report to learn the intriguing results of this study and what it means for your business, including:


  • Retailer Engagement: 36% of consumers under 41 prefer to visit stores, compared to over 66% of shoppers aged over 56
  • Customer Journeys: More than 75% of Gen Z and Millennials use multiple sources for researching a product
  • CSAT Drivers: Price and digital experience are the biggest CSAT drivers for both Gen Z and Millennials; Merchandise is the most prominent for older generations