Friday, December 16th, 2011
With a marginal uplift in satisfaction for Priceline Pharmacy in the third quarter of 2011 they now share the lead with Amcal according to the Roy Morgan Retail Satisfaction Report for September 2011.

Amcal and Priceline Pharmacy lead with 91% of their customers feeling either ‘very’ or ‘fairly satisfied’. Chemist Warehouse (90%), My Chemist (89%), Terry White (89%) and Guardian (89%) followed closely and considerably ahead of the bottom three; Discount Drug Stores, Soul Pattinson and Chemmart, all with 85% customer satisfaction.

Satisfaction* with Chemists

Source: Roy Morgan Single Source Oct 2010 - Sep 2011. Total bought from one or more Chemist(s) in the last 4 weeks n=10,406 .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 at chemists is a highly competitive category. Just two percentage points separate the top six in this category, with Priceline Pharmacy, Amcal, and Chemist Warehouse in the top 10 of all stores tracked in the report.

“The biggest decline in satisfaction over the last quarter was for Discount Drug Stores, down two percentage points from the June ‘11 result. Chemmart, Soul Pattinson and Discount Drug Stores have lower satisfaction than other chemists. However, when compared to other retailers these scores of around 85% are relatively good.”

The complete detailed Non Food Retailer Customer Satisfaction Report provides a ranking of satisfaction among all of the stores measured and looks at long and short term trends for overall customer satisfaction, at the category level and then at the individual store level.

An extensive range of detailed Roy Morgan Retail Store Customer Profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

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Roy Morgan Research

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.
Shaun Ellis
P: 03 9224 5332


Amcal Priceline Pharmacy Customer Satisfaction



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