Decline in Overall NPS
In 2026 Q2, the Overall NPS registered at 39.4, reflecting a decline of 11.2 points compared to the previous quarter.
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
Quarter 2 2026
Published 1 July 2026
Overall NPS trend
Signals from the period
Decrease in Overall Friendliness
The Overall Friendliness metric fell to 71.1 in 2026 Q2, down by 6.0 points from the last quarter.
Significant Drop in Supermarket NPS
The NPS for Retail: Supermarket fell to 31.4 in 2026 Q2, marking a substantial decrease of 27.2 points from the last quarter.
Health & Beauty Leads YTD NPS
As of 2026 Q2, Health & Beauty holds the highest YTD NPS at 71.9.
Retail spotlight
NPS
36.7- Promoters
- Passives
- Detractors
Change -11.3
Friendliness
70.7- Positive
- Other responses
Change -6.3
Ease
83.9- Easy
- Neutral
- Difficult
Change -5.4
Needs met
91.9- Met or above
- Below expectations
Change -3.2
Quarterly driver analysis
Customer experience root-cause drivers
This quarter, the following themes were over-represented as root-cause issues in detractor feedback. They are the customer pain points most associated with low-scoring comments, rather than simple topic frequency.
Our AI-assisted driver analysis converts open-text customer feedback into measurable customer experience insight, highlighting the root-cause themes most closely associated with detractor feedback and low satisfaction.
Root cause
Staff Attitude
Evidence comments
The colleague abruptly told me to check that codes "as that's what I would have to do!"
There was no greeting or friendliness and they just said the brand name standing in front of a boldly marked van.
Not acknowledged, at payment I presented the App I wasn't asked if I had it, made payment with no thank you or goodbye.
Pain point
Communication
Evidence comments
There was minimal dialogue and what there was being reactive rather than proactive and they did not listen to be when I asked questions or fedback information.
We only found out that the facilities were going to be closed a few days before when they emailed.
I dealt with 2 different staff members and they did their job but they weren't really helpful and kept me guessing with what they needed me to do.
Detractor driver
Price Value
Evidence comments
seemed expensive,
Very expensive too.