Financial services is a sector balancing rapid digital change with very human expectations. For years, the industry has focused heavily on digital transformation. Faster journeys, smarter tools, AI-powered support and seamless experiences have become the benchmark for progress. In many ways, consumers have embraced that evolution.

Our latest research at The Harris Poll UK shows digital financial services are now firmly embedded into everyday life. Around 6 in 10 consumers now use mobile wallets regularly, with 30% saying they have become their default payment method. Quick payments, easy day-to-day banking and convenience are now among the strongest-performing aspects of the category, particularly amongst younger consumers who increasingly see digital-first money management as the norm rather than the exception.

We’re buying more online than ever before. Retailers have spent years optimising the online checkout journey, but for many customers the real moment of truth comes after they click “buy”. Customers expect to receive their items quickly and efficiently, but in many cases, this isn’t happening.

Delivery issues are commonplace, with over half (58%) of UK consumers who’ve received a delivery in the last six months experiencing a problem. Clothing and/or footwear (43%) and grocery (30%) were the sectors where consumers were most likely to report delivery problems.

Outsourcing fulfilment to courier companies is now standard practice. Just 9% of deliveries are made by retailers’ own delivery teams, many of these in the grocery sector. However, even where fulfilment is outsourced, poor delivery experiences can still have significant consequences for retailers.

The relationship between UK shoppers and brands is not breaking down. In many ways, it remains intact. What is changing is the role brands play in everyday decision-making. The shift is not that brands have got weaker. What has changed is how competitive own-label has become. Consumers still value brands but rely on them less. 

Our latest research at The Harris Poll UK, based on a nationally representative sample of 1,000 grocery shoppers, shows that brand perception is still positive. 64% of consumers believe branded products are higher quality, 59% see them as more consistent, and 57% say they taste better. These are not weak numbers. But they are no longer decisive.

The everyday journey is no longer routine

Have you noticed fewer cars on the roads lately? It’s not your imagination. For many of us, it’s now something we think twice about. Rising fuel costs are reshaping how, when and why people travel.

Our latest research shows that 59% of UK drivers have used their vehicle less in the past three months. This is not just about driving less. Even routine journeys are now being questioned.

Since 2020, we have tracked UK consumer sentiment and behaviour as the cost-of-living crisis has unfolded through multiple phases. 

Our latest Q2 2026 data points to a clear shift: underlying pressures have not disappeared, but the drivers are changing. External factors are reasserting themselves, adding a new layer of volatility just as households were beginning to adjust. 

In our recent article, Spending with care: the current reality of big-ticket purchases in the UK, we explored how consumers are continuing to engage with major purchases, but with a more considered mindset. Spending has not stopped, but expectations around what feels manageable and worthwhile have shifted.

Automotive brings that mindset into sharper focus. It is a category where the financial commitment is high, the decision is rarely impulsive, and the consequences of getting it wrong feel more significant. As a result, it shows more clearly what consumers need to move from consideration to action.

Our data demonstrates what car finance providers need to be thinking about when shaping their propositions and customer conversations in 2026 and beyond.

Subscriptions are built on the promise of convenience. Increasingly, however, that promise is being tested not at the point of sign-up, but at the point of exit. From streaming and gaming to fitness and food delivery, they have reshaped how people access products and services, offering flexibility and ongoing access that has quickly become part of everyday life. As subscriptions evolve, that promise is increasingly judged by how straightforward it is to leave.

As the Advertising Standards Authority increases its focus on misleading imagery, and platforms like TikTok continue to favour raw, unfiltered content, brands are facing a different kind of creative pressure. At the same time, categories like food are already under scrutiny through HFSS regulation, with higher expectations around realism and representation. This is the environment AI-generated advertising is entering. 

AI offers clear advantages in speed, scale and cost. But our latest research at The Harris Poll UK suggests a more complicated picture. While AI may make it easier to produce advertising, it may also make it harder to earn belief. 

Recent geopolitical tensions and disruption to international aviation routes have created uncertainty around how UK travellers may respond in their holiday planning. In partnership with Travel Weekly, The Harris Poll UK surveyed a nationally representative sample of UK adults in mid-March 2026 to understand initial consumer reaction. 

The research explored near-term travel intentions, recent shifts in booking behaviour, destination preferences, and confidence in travelling to or via Gulf destinations. It also examined how willingness to travel abroad varies across different time horizons over the coming year. 

The findings offer an early indication of how global instability is shaping travel decision-making. They highlight the extent to which consumers are delaying commitments, reassessing risk and adapting plans rather than stepping away from overseas travel altogether.