Case Study: Boots achieves 186% lift in intent to purchase with Bazaarvoice

Boots sees 186% lift in intent to purchase by responding to reviews

Boots, the health and beauty retailer, wanted to make the most of customer reviews—especially negative ones—by turning complaints into opportunities to improve customer loyalty. Using Bazaarvoice review management best practices and tracking tools, Boots focused on responding quickly and authentically to feedback to address concerns and keep customers engaged.

Bazaarvoice helped Boots implement a consistent, prompt review-response process that included apologies, product guidance, replacements, and issue resolution. The result was stronger customer sentiment and measurable business impact: Boots saw a 186% lift in intent to purchase from certain responses, two-thirds of online visitors interacting with reviews, and higher conversion rates among review readers.

Boots

Bonnie Berrio

Customer Service Specialist, Boots