Case Study: Holland & Barrett achieves higher conversions and faster issue resolution with GetFeedback

Leveraging customer insights to deliver personalized ecommerce experiences

Holland & Barrett, the U.K.’s largest health and wellness retailer, faced the challenge of managing highly personalized offerings, subscriptions and diverse customer personas, which made it difficult to track and optimize multiple distinct customer journeys. The digital team needed a Voice of the Customer platform that could provide visibility across web properties and support continuous, persona-specific optimization.

H&B implemented GetFeedback as a daily “port of call,” using customizable on-page widgets, omnichannel surveys and automated role-specific reports to capture real-time insights, uncover bugs and surface UX blockers. Teams used that feedback to iterate quickly—adding nutritionist testimonials for the Healthbox subscription and fixing a checkout flaw—resulting in higher conversions, increased Healthbox sales and faster issue resolution across its international markets.

Holland & Barrett

Michelle Hodgson

digital optimization manager