Decline in Overall NPS
In 2026 Q3, the Overall NPS fell to 26.0, marking a significant drop of 12.9 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 3 2026
Published 1 October 2026
Overall NPS trend
Signals from the period
Decrease in Overall Friendliness
The Overall Friendliness score decreased to 58.3 in 2026 Q3, reflecting a decline of 12.6 points from the prior quarter.
Retail Friendliness Shows a Downward Trend
The Retail Friendliness score fell to 53.4 in 2026 Q3, down by 17.3 points compared to the last quarter.
Health & Beauty Leads in YTD NPS
As of 2026 Q3, Health & Beauty has the highest YTD NPS at 65.6, showcasing its strong performance.
Retail spotlight
NPS
20.4Change -16.3
Friendliness
53.4Change -17.3
Ease
72.0Change -11.9
Needs met
85.3Change -6.6
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.
By analysing qualitative feedback at scale, ABa helps turn customer comments into practical evidence of what is driving low scores, revealing the pain points and service issues behind poor experiences.
Root cause
Facilities
Evidence comments
No cutlery on table, and nobody checked, had to take it from another table.
Pain point
Staff Availability
Evidence comments
No check back during the meal.