Case Study: Superdrug becomes the most trusted brand in the world with FM Outsourcing

Superdrug boosts customer satisfaction from 14 to 75 with FM Outsourcing

Superdrug, a major UK health and beauty retailer, partnered with customer service vendor FM Outsource to address a significant challenge: a poor reputation reflected in a low Trustpilot score of 2.3 and a customer satisfaction rate of only 14. Their primary objective was to improve the customer experience to boost satisfaction, advocacy, and their overall brand reputation.

FM Outsource implemented a comprehensive solution that included recruiting specialized advisors, introducing new channels like webchat, and adding proactive measures and simple automation to the support process. These efforts yielded dramatic results: average customer wait times dropped from 35.7 hours to just 5 minutes, and customer satisfaction soared from 14 to 75. Most notably, FM Outsource helped Superdrug's Trustpilot score increase by 108% to 4.8, leading to them being named the most trusted brand in the world by money.co.uk.

Superdrug