Welcome to Mind the Gap, your regular snapshot of the consumer trends impacting UK brands.

Each edition is designed for you, our clients, and will bring you a clear view of what’s been driving consumer behaviour. From recaps of the data-rich stories shaping the market to forward-looking insights on the challenges and opportunities ahead, it’s your go-to guide to stay ahead.
This autumn marks the launch of our 2025 Corporate Reputation Index (RQ) and our Customer Experience Index (CXQ). 

These studies focused on the Top 100 talked about brands by UK consumers and provide a comprehensive view of how these brands are trusted, valued and experienced in the UK today. Together, they reveal the drivers of reputation and customer experience that matter most for loyalty, advocacy and long-term growth. Ahead of the official release later this month, we’re offering you, our clients, the chance to book an exclusive pre-release discussion with our team—giving you an early look at the findings.
Book your call now to secure your pre-release session and get ahead of the curve. 
BOOK YOUR CALL
Looking ahead, we’re also gearing up for an exciting autumn of events designed to connect you with the latest thinking and strategies. 

We’ll be at the following upcoming events:
The 5th Annual Digital Transformation & Innovation in Financial Services Conference
(30 September)
The Customer Engagement Summit
(9 October)
Deliver Stand-Out CX That Converts, Retains & Delights
(11 November)
Each event offers fresh insight into how brands can close the gap between what customers expect and what they experience. As sponsors, we’re delighted to offer discounted entry - message us for details.
In Case You Missed It: A monthly blog recap

Here's a recap of the stories from last month that were reshaping consumer expectations—and the brands that were responding. In August, we explored how people are redefining habits when it comes to news consumption, opinions on returns policies, the business use of upfront charges and how consumers and brands are embracing the “September reboot”. Click on the images below to dive deeper into each insight.
January has long owned the cultural spotlight as the season of resolutions and resets. But our latest research reveals a quiet shift that brands shouldn’t underestimate. 
The UK public isn’t turning its back on the news—it’s taking back control of it. Our latest research shows that while almost half of people (46%) say they check the news less often than before, this shift reflects intention, not indifference.
With recent headlines about ASOS closing accounts under a ‘fair use’ returns policy, our latest research provides a blueprint for retailers to navigate the fine line between customer expectation and operational sustainability—without damaging brand trust.
In a world where no-shows cost time and money, many service-based businesses are turning to upfront deposits as a safeguard. So how do businesses use deposits not just to protect revenue—but to build trust, increase convenience, and keep loyal customers coming back?