Source: Roy Morgan Single Source Australia, August 2016 – July 2017. n=8,961. Base: Australians 14+.
Terry White Chemists has again taken out top position in the Roy Morgan Pharmacy Satisfaction for July with a customer satisfaction rating of 90.3%, following on from a victory in June.
Rival My Chemist was in second position with a customer satisfaction rating of 89.9%, followed by Terry White Chemists merger partner Chemmart on 88.9%.
Terry White Chemists and Chemmart completed a merger late in 2016 and over half of the stores have now been rebranded to TerryWhite Chemmart with the full rebranding of all 500 stores due to be completed by the end of 2017.
Roy Morgan Pharmacy Customer Satisfaction July 2017 – Top 5
Source: Roy Morgan Single Source Australia, August 2016 – July 2017. n=8,961. Base: Australians 14+. *Terry White & Chemmart announced a merger late in 2016 with all 500 stores due to be rebranded to TerryWhite Chemmart by the end of calendar 2017.
Michele Levine, CEO, Roy Morgan Research, says:
“Terry White Chemists has continued its strong performance in 2017 and has now finished as one of the Top 2 pharmacies for customer satisfaction for six months in a row – swapping leadership with rival My Chemist during this period.
“In third position is Terry White merger partner Chemmart which has seen an improved performance in 2017 following the completion of the merger late last year and has now been rated in the Top 5 pharmacies for customer satisfaction for each of the last four months as stores of the two brands are progressively rebranded as TerryWhite Chemmart as part of the merger. As a combined entity TerryWhite Chemmart scores a combined customer satisfaction of 89.8% in July.
“Pharmacies to miss out on a Top 5 placing in July included Amcal, Guardian and Soul Pattinson – which was Australia’s top rated pharmacy for customer satisfaction in 2016 and took out top prize at the Annual Roy Morgan Customer Satisfaction Awards.”
“In this incredibly competitive market, it’s vital for pharmacies to know exactly who their customers are, and how to cater for their specific expectations, attitudes and preferences, or their satisfaction levels may suffer.”
The Roy Morgan Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan tracks customer satisfaction, engagement, loyalty, advocacy and NPS across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set.
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