Terry White followed closely with 89% customer satisfaction, whereas My Chemist (88%), Guardian (88%), Discount Drug Stores (87%), Chemmart (85%) and Soul Pattinson (84%) all fell below the average chemist store customer satisfaction.
Satisfaction* with Chemists Stores
Source: Roy Morgan Single Source April 2010 - March 2011. Total bought from one or more chemist store(s) in the last 4 weeks n=10,271.*Satisfaction Rating based on respondents who were “very satisfied” or “satisfied” with each store bought from in the last 4 weeks.
Norman Morris, Industry Communications Director, Roy Morgan Research, says:
“Satisfaction for chemist stores rated among the highest of all stores measured in the Roy Morgan Retail Satisfaction report. This quarter revealed four chemist stores ranking in the top ten of the 80 stores measured.
“The standout performer over the latest six months has been Amcal, who after gaining two percentage points since the September 2010 result, now lead alongside Chemist Warehouse and Priceline Pharmacy. Amcal’s advertising tagline of ‘Better ask an expert’ is a more personal and customer focussed approach and could be the key to their success in raising the satisfaction of their customers.
“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.
“Customer satisfaction is as much about the customer as it is the price, product, range and experience. Roy Morgan Research profiles customers of different pharmacies and monitors what products they buy there compared to competitive retailers, and also what illnesses or health issues they may have as well as differences by state, and also city versus country locations.”
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Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company.
Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.