© 2021 Service Management Group | All rights reserved | Do not share or duplicate confidential content, in whole or part, without written consent Kansas City: +1 800 764 0439 | London: +44 (0)20 3463 0700 | Tokyo: +81 (0)3 6432 0871 | smg.com | Connect with us SMG Top Partnership Insight: Boots This Top Partnership Insight was awarded to Boots in 2021 Situation As an essential retailer permitted to continue trading during the pandemic lockdown, Boots wanted to ensure they were improving their customer experience despite the difficult climate created by COVID-19. Boots’ colleague training was always centred around the top key drivers of customer satisfaction. The brand wanted to know if those KPIs remained the same or if the pandemic had caused a shift in customers’

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