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 increased

Overall NPS was 62.5 in 2026 April, up 26.0 points from the previous month.

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

Pulse reports

Quarter 3 2026September 2026August 2026July 2026Quarter 2 2026June 2026May 2026April 2026Quarter 1 2026March 2026February 2026