Decline in Overall NPS
In June 2026, the Overall NPS registered at 31.5, reflecting a decrease of 2.6 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
June 2026
Published 1 July 2026
Overall NPS trend
Signals from the period
Leisure and Hospitality Leads in YTD NPS
As of June, the Year-to-Date NPS for Leisure and Hospitality stands at 48.2, higher than any other industry group.
Hospitality: Food & Drink NPS Shows Significant Improvement
The NPS for Hospitality: Food & Drink rose to 8.3 in June, an increase of 15.5 points from the last month.
Monitoring Retail: High Street / Department Needs Met
Retail: High Street / Department Needs Met decreased to 82.4 in June, a decline of 9.3 points from the previous month.
Retail spotlight
NPS
26.7- Promoters
- Passives
- Detractors
Change -9.6
Friendliness
64.4- Positive
- Other responses
Change -4.7
Ease
78.8- Easy
- Neutral
- Difficult
Change -8.5
Needs met
90.1- Met or above
- Below expectations
Change -1.9