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 March 2026 Published 1 April 2026

Overall NPS decreased

Overall NPS was 36.5 in 2026 March, decreased by 22.9 points from the previous month.

Signals from the period

Overall Friendliness was 70.2 in 2026 March, decreased by 8.2 points from the previous month.

Retail NPS was 31.5 in 2026 March, decreased by 27.2 points from the previous month.

Hospitality: Food & Drink NPS was 56.0 in 2026 March, up 26.0 points from the previous month.

Retail spotlight

31.5

Change -27.2

70.2

Change -9.7

73.5

Change -18.2

88.2

Change -9.4

Pulse reports