Customer satisfaction reigns
July 6, 2011
CUSTOMER satisfaction for
pharmacies nationwide was rated
among the highest of all stores
measured in the latest Roy Morgan
Retail Satisfaction report for Australia.
Three of the top ten spots in the
survey were taken out by
pharmacies, with Amcal, Chemist
Warehouse and Priceline tying,
each scoring an impressive 90%.
“The standout performer over
the latest six months has been Amcal,
who after gaining two percentage
points since the September 2010
result,” said Norman Morris,
Industry Communications Director,
Roy Morgan Research.
“Amcal’s advertising tagline of
‘Better ask an expert’ is a more
personal and customer focused
approach and could be the key to
their success in raising the satisfaction
of their customers,” he added.
The top trio’s scores were almost
matched by Terry White Chemists
which came in at a healthy 89%,
and also placed in the top ten spots.
My Chemist (88%), Guardian
(88%), Discount Drug Stores (87%),
Chemmart (85%) and Soul
Pattinson (84%) all fell below the
89% average chemist store in
customer satisfaction, but each
only scored a few percentage
points less than the leaders.
“Only six percentage points
separate all chemist stores
surveyed, with Soul Pattinson now
placed at the bottom of the
chemist store category
after its five percent decline in the
last 12 months,” said Morris.
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