Decline in Overall NPS
In September 2026, the Overall NPS registered at 16.9, reflecting a significant drop of 14.7 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
September 2026
Published 1 October 2026
Overall NPS trend
Signals from the period
Increase in Overall Ease
The Overall Ease metric improved to 74.6 in September 2026, marking an increase of 5.7 points from the previous month.
Friendliness Correlates with Recommendations
The percentage of customers noting very friendly staff was 56.6%, while 34.6% indicated they were strongly likely to recommend, highlighting a notable gap.
Retail NPS Experiences a Decline
The Retail NPS fell to 4.4 in September 2026, showing a decrease of 25.6 points from the previous month.
Retail spotlight
NPS
4.4Change -25.6
Friendliness
52.4Change +10.4
Ease
72.7Change +12.3
Needs met
81.3Change -4.7