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 August 2026 Published 1 September 2026

Decline in Overall Friendliness

In August 2026, Overall Friendliness registered at 52.1, reflecting a decrease of 10.9 points compared to the previous month.

Overall Friendliness trend

Signals from the period

Softening of Leisure and Hospitality NPS

Leisure and Hospitality NPS was recorded at 32.0 in August 2026, representing a decline of 14.2 points from the previous month.

Leisure and Hospitality Leads Year-to-Date NPS

As of August 2026, Leisure and Hospitality holds a Year-to-Date NPS of 48.3.

Retail Friendliness Decline

Retail Friendliness saw a drop to 41.3 in August 2026, decreasing by 18.3 points from the last month.

Retail spotlight

NPS

32.6
  • Promoters
  • Passives
  • Detractors

Change +2.8

Friendliness

41.3
  • Positive
  • Other responses

Change -18.3

Ease

61.4
  • Easy
  • Neutral
  • Difficult

Change -15.3

Needs met

89.1
  • Met or above
  • Below expectations

Change +0.7

Pulse reports

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