Holland & Barrett has secured a top 10 ranking (coming in 9th) in this year’s UK Customer Service Satisfaction Index released by The Institute of Customer Service.

The latest UKCSI report, which benchmarks customer satisfaction at over 200 of the UK’s leading businesses, places Holland & Barrett as 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, and marked most highly on customer experience, ethos, emotional connection and ethics. It has also ranked as one of the top ‘most improved’ companies for customer satisfaction, jumping up from 19th place last year. 

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.”

Ocado and John Lewis took first and second positions in the 2024 ranking with scores of 85.7 and 85.1 respectively.  28% of customers who gave an organisation a 9 or 10 out of 10 for customer satisfaction say they will look to buy more products and services from the organisation