Supermarket Friendliness Sees Notable Decline
In the Retail Supermarket sector, Friendliness dropped to 54.6 in May, down by 33.7 points from the prior 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
May 2026
Published 1 June 2026
Overall NPS trend
Signals from the period
Significant Drop in Overall NPS
In May, the Overall NPS fell to 21.9, marking a decline of 44.0 points from the previous month.
Retail Sector NPS Experiences Decline
Retail NPS decreased to 23.4 in May, down by 35.2 points from the prior month.
Leisure and Hospitality Leads in Year-to-Date NPS
As of May, the Year-to-Date NPS for Leisure and Hospitality is 48.2.
Retail spotlight
NPS
36.3Change -23.7
Friendliness
69.0Change -19.9
Ease
87.3Change +0.6
Needs met
92.0Change -3.5