Holland & Barrett

Holland and Barrett ranks top 10 in latest Customer Satisfaction Index

 23 January 2024

The Index, released this week, benchmarks customer satisfaction, with Holland and Barrett ranking in 9th place, marked most highly on customer experience, ethos, emotional connection and ethics.

A new report released by The Institute of Customer Service has benchmarked customer satisfaction at over 200 of the UK’s leading businesses, with over a third of customers now prioritising excellent service when they choose where to shop.

Holland and Barrett is one of the top ranking companies in the Retail – non-food category with a score of 83.9, which is 3.5 points above the sector average. It has also ranked as one of the top ‘most improved’ companies for customer satisfaction, jumping up from 19th place last year.

When asked why they would be willing to pay more for excellent service, customers cited trust in the company (31%) and access to support and advice (30%) as the key drivers.

Commenting on this achievement, Jonathan George, Customer Operations Director at Holland and Barrett said: “This amazing recognition is testament to our colleagues from across our contact centre, stores and hubs who all work together to deliver to deliver continually amazing experiences for our customers each and every day. It is an EPIC achievement and one we hope all of our colleagues feel proud of.”

The UKCSI (UK Customer Satisfaction Index) is The Institute of Customer Service's national measure of customer satisfaction, providing insight into the state of customer service in the UK for 13 key sectors, based on 59,250 survey responses provided by more than 15,000 individual customers, representative of the UK adult population.  First launched in July 2008, it is published twice a year - in January and July. Each UKCSI incorporates two sets of data to create a rolling measure of customer satisfaction, as well as trends over time.