Insights / Retail and Consumer Benchmark Q3/4 2026

What customer service is worth, in numbers.

The Retail and Consumer Benchmark Q3/4 2026. Where retail margin leaks, what service is worth, the customer numbers most teams don't track yet, who owns the customer, what senior customer people are paid in London, Leeds, the North West and the Midlands, and a cost per serve model. Data to October 2026.

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UK brands refund 78p of every £1 sent back, and 38% of organisations have nobody senior in charge of the customer. The 7-page benchmark sets out what service is worth, what senior customer people are paid in 4 regions and how to model cost per serve. Add your details and the report opens straight away.