Overall NPS increased
Overall NPS was 62.5 in 2026 April, up 26.0 points from the previous month.
What we're seeing in UK customer experience
Independent Pulse snapshots from real customer experiences shared by our mystery shopper community across UK industries.
Report period
April 2026
Published 1 May 2026
Overall NPS trend
Signals from the period
Retail NPS on the Rise
April saw Retail NPS at 58.6, an increase of 26.8 points from March, indicating a positive trend.
Retail spotlight
NPS
60.0- Promoters
- Passives
- Detractors
Change +28.6
Friendliness
88.9- Positive
- Other responses
Change +18.7
Ease
86.7- Easy
- Neutral
- Difficult
Change +13.1
Needs met
95.6- Met or above
- Below expectations
Change +7.3