14 January 2025
The latest report by The Institute Of Customer Service has revealed the companies delivering the best customer service in the UK, with Holland & Barrett ranking in 7th place, up two places from last year.
The biannual UK Customer Satisfaction Index (UKCSI) released this week, benchmarks over 260 businesses, with Holland & Barrett firmly in the top ten for the second consecutive year, marked most highly on customer ethos, emotional connection, ethics and experience.
H&B has also ranked second in the Retail (Non-Food) category, scoring 84.1, which is 3.5 points above the sector average, evidence that the significant investments the company has been making to improve the customer experience are having an impact.
Anthony Houghton, CEO, Holland & Barrett UK&I, said:
“We hugely value hearing from customers, and we’re delighted to see that the latest report highlights the tireless effort of our teams to deliver our ambitious transformation as well as the positive impact it’s having on improving customer satisfaction and the overall customer experience.
“Our overarching ambition is to continue to build on the foundations we have put in place to improve our end-to-end customer experience, with our score and ranking this year being reflective of this aim coming to fruition, as well as confirmation that we still have more work to do.
“The recognition for these results goes to all of our colleagues across our business who are dedicated to delivering exceptional experiences for our customers day-to-day, and I hope that this achievement is one they’ll be immensely proud of.”
The UKCSI UK is a twice-yearly report based on 59,500 survey responses provided by more than 15,000 individual customers, representative of the UK adult population. First launched in July 2008, it is published in January and July, and incorporates two sets of data to create a national measure of customer satisfaction, as well as trends over time.