20 January 2026
Holland & Barrett, the UK’s leading health and wellness retailer, has once again secured a place among the UK’s top ten organisations for customer satisfaction, according to the latest UK Customer Satisfaction Index (UKCSI) published by The Institute of Customer Service.
In the January 2026 index, Holland & Barrett ranked 10th overall across all sectors with a score of 84.7 out of 100, delivering a higher score than in January 2025 (84.1) and demonstrating year-on-year improvement in customer satisfaction. This result reflects continued, consistent performance, maintaining the retailer’s position within the UKCSI top ten.
The recognition reflects Holland & Barrett’s ongoing focus on delivering high-quality customer experiences through knowledgeable colleagues, personalised support and sustained investment in service standards, as part of its wider transformation to become a trusted long-term partner for health and wellness.
The January 2026 UKCSI also shows that customer service levels across the UK are recovering, with the index rising for the third consecutive period to 78.2 out of 100 - a 2.1-point increase year-on-year. The Institute’s findings highlight a strong link between customer service and sales growth, with more than a third of customers (36%) now willing to pay more for excellent service, up from 31% last year and the highest level since the metric was introduced in 2014.
Anthony Houghton, Group CEO at Holland & Barrett, commented: “This recognition is a real credit to our colleagues and the care, commitment and expertise they show every day in supporting our customers’ health and wellbeing. Improving our score in such a competitive retail environment reflects the difference our teams make across the business.”
In considering what great service looks like, the UKCSI found that organisations with higher customer satisfaction had mastered the ability to combine excellence in transactional experiences, logistics and delivery, whilst demonstrating genuine care for customers’ personal needs and situations.
Houghton added, “A huge thank you to everyone who brings our customer promise to life every day. Our colleagues play a vital role in helping customers feel supported, understood and confident in the choices they make for their health.”
Published twice a year, the UK Customer Satisfaction Index is the UK’s most comprehensive measure of customer satisfaction, tracking performance across 13 sectors of the economy. The January 2026 index ranked Holland & Barrett alongside leading brands including First Direct, John Lewis, M&S and Nationwide.