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As one of the UK’s most trusted healthcare and retail brands, Boots Pharmacy wanted to ensure it was delivering the best possible experience across its in-store and digital healthcare services. The business was particularly interested in understanding how customers perceived its pharmacy offer – from prescription services to health consultations – and where improvements could be made to enhance both satisfaction and loyalty.
Skopos designed a tailored research programme combining in-store mystery shopping, customer exit interviews, and digital surveys. Mystery shoppers visited branches nationwide to evaluate pharmacist interactions, service quality, and accessibility. In parallel, online feedback was gathered from pharmacy customers to capture broader perceptions of convenience, advice quality, and trust. This multi-method approach ensured a rounded view of customer experience across key touchpoints.
The research highlighted areas of strength in staff expertise and customer trust, while identifying opportunities to improve clarity of communication, consistency of service delivery, and the visibility of additional healthcare services. These insights directly informed service optimisation initiatives and staff training programmes, helping Boots Pharmacy to further strengthen its reputation for care and increase customer satisfaction and repeat usage.
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