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Boots UK Reverses Trend in UK Customer Satisfaction Index

29 January 2019
Feature Brand

The Institute of Customer Service has released the January 2019 UK Customer Satisfaction Index (UKCSI) and Boots UK has shot up the rankings.

Reversing a recent downward trend, Boots improved its overall score by 3.3 points and jumped 80 places to finish 19th in the overall rankings.

The overall report contains over 30 customer experience metrics for leading organisations in the sector including Net Promoter Score (NPS), trust, recommendation, complaint handling, channel usage and satisfaction.

The improvements see Boots now rank 7th in the retail non-food sector. The top six places in the sector went to John Lewis,, Argos, Home Bargains and Specsavers.

Andrew Caplan, Retail and Pharmacy Operations Director, said: “This is a wonderful improvement and testament to the efforts of our amazing colleagues. It shows what we can do when we focus our collective efforts on the things that matter to our customers. And with our fantastic plans to reimagine our stores and invest in our colleagues, this is just start of our transformation.

“We have made renewed efforts on the consistent delivery of quality service so we can make a real difference here too.”

 Boots ranks 13th in the sector’s Net Promoter Scores which measures customers’ likelihood to recommend. and John Lewis topped the table for the non-food retail sector.


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Boots is the UK’s leading health and beauty retailer with over 52,000 team members and around 1,900 stores, ranging from local community pharmacies to large destination health and beauty stores.*

Boots serves its customers and patients for life as the leading provider of healthcare on the high street and the UK’s number one beauty destination. It offers an unrivalled depth and breadth of products, which incorporates its extensive own brand range and innovative portfolio of brands, including No7, the UK’s No1 skincare brand, Soap & Glory, Liz Earle Beauty and Sleek MakeUP.

2024 marks Boots’ 175th anniversary year. Founder John Boot opened a herbalist store in Nottingham in 1849 to offer an affordable alternative to traditional medicines. His son Jesse expanded the business to become a modern retailer and the biggest chemist in Britain. Throughout its history, Boots has listened, learned and innovated, and it continues to challenge itself to improve its products and services every day.

Boots is part of Walgreens Boots Alliance, which is a global leader in pharmacy-led, health and wellbeing retail.  More company information is available on

*Figures accurate as of 31 May 2024