Overall Friendliness decreased
Overall Friendliness was 78.4 in 2026 February, decreased by 5.7 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
February 2026
Published 1 March 2026
Overall NPS trend
Signals from the period
Retail Friendliness softened
Retail Friendliness was 79.8 in 2026 February, decreased by 3.0 points from the previous month.
Health & Beauty currently leads YTD NPS
Health & Beauty YTD NPS was 71.1 in 2026 February.
Retail spotlight
NPS
58.7- Promoters
- Passives
- Detractors
Change +0.6
Friendliness
79.8- Positive
- Other responses
Change -3.0
Ease
91.8- Easy
- Neutral
- Difficult
Change -1.2
Needs met
97.7- Met or above
- Below expectations
Change +2.4