Decline in Overall NPS
In October 2026, the Overall NPS registered at 9.9, reflecting a decrease of 6.4 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
October 2026
Published 1 November 2026
Overall NPS trend
Signals from the period
Decrease in Overall Friendliness
The Overall Friendliness score fell to 48.2 in October 2026, down by 10.3 points from the prior month.
Slight Improvement in Retail NPS
Retail NPS saw a modest increase to 12.1 in October 2026, rising by 9.7 points from the previous month.
Softening of Leisure and Hospitality NPS
The NPS for Leisure and Hospitality dropped to 20.0 in October 2026, a decline of 18.9 points from the previous month.
Retail spotlight
NPS
12.1- Promoters
- Passives
- Detractors
Change +9.7
Friendliness
51.8- Positive
- Other responses
Change -2.2
Ease
67.7- Easy
- Neutral
- Difficult
Change -5.4
Needs met
83.3- Met or above
- Below expectations
Change +3.1