Decline in Overall Ease
In July 2026, Overall Ease registered at 78.3, reflecting a decrease of 4.7 points compared to 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
July 2026
Published 1 August 2026
Overall Ease trend
Signals from the period
Drop in Overall Friendliness
Overall Friendliness fell to 62.9 in July 2026, marking a decline of 4.2 points from the month prior.
Slight Improvement in Retail NPS
Retail NPS reached 29.3 in July 2026, showing an increase of 2.6 points from the previous month.
Leisure and Hospitality Leads in YTD NPS
As of July 2026, Leisure and Hospitality holds the highest YTD NPS at 49.8.
Retail spotlight
NPS
29.3Change +2.6
Friendliness
59.6Change -4.8
Ease
77.6Change -1.2
Needs met
88.9Change -1.2