Our vision

We will deliver an exceptional customer experience by servicing every customer as if they were the only one.

As a valued customer of Johnson and Johnson Vision Care, your satisfaction with our service is paramount. We believe that you are entitled to know our philosophy on service and our current service level commitments, as well as be given the opportunity to make suggestions and track improvements based on your feedback and needs.


Our credo

Our business philosophy stems from our Johnson and Johnson credo, which states our intent clearly in the opening line: "our first responsibility is to our customers". Our customer services team not only embodies this culture but, more specifically, takes responsibility for line six of the credo: "your orders will be serviced promptly and accurately". To ensure we are meeting these commitments, a number of measures have been put in place.


Measurements of success

  • We have extremely high standards of accuracy for both entering and picking the correctly requested products. Consistently meeting or exceeding 99.5% means you can be confident you will receive the right product at the right time for your patients

  • We provide all our teams with comprehensive training on e-commerce access and user requirements, so they can support you with any questions or information you may need

  • We have high standards for response time to customers, aiming to answer calls within 20 seconds or better, regardless of seasonality or time of day, so you can spend less time away from your own business

  • We will respond to ALL inquiries and complaints raised online or via email within one working day via a communication method of your choice

  • All complaints and queries will be logged and followed up within five working days. We also take the monitoring and review of complaint trends very seriously and our processes are incorporated into a BSi-Certified Quality Management System


Your voice

Your voice

We recognise that our services and focus should be centred on the needs of our customers, and therefore we also commit to listening to the suggestions, comments and areas of improvement and publicising any changes we make to service you better.

If there are other service standards you would like to see included here, we would be pleased to hear from you. Please send suggestions via the submit request function in the customer care.