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Chemists ahead in customer satisfaction

Eight of the nine businesses measured in the chemist/ pharmacy category of Roy Morgan awards have satisfied more than 85 per cent of their customers.

“In any given four weeks, 10.5 million Australians make at least one purchase at a chemist: that’s more than half (54 per cent) of the population to keep satisfied,” said Norman Morris, industry communications director, Roy Morgan Research. “But month after month, our Customer Satisfaction Awards show that chemists/ pharmacies are up to the job.”

Soul Pattinson takes out top spot for the fourth consecutive month in the May Australian Customer Satisfaction Awards.

Satisfying 92 per cent of its customers, Soul Pattinson came in just ahead of Guardian Pharmacy (91 per cent), My Chemist (90 per cent) and Chemist Warehouse (also 90 per cent).

Roy Morgan data shows that people 50 years and above are substantially more likely than those under 50 to shop at a chemist in an average four weeks. They also tend to be more satisfied than younger customers – a tendency which goes some way towards explaining the customer satisfaction success of Soul Pattinson and Guardian Pharmacy.

“Furthermore, the two pharmacy chains leading this month’s results are the smallest of all contenders in this category. Smaller businesses are often in the position to give more personalised service to their customers, and when that service involves health matters, it can come across as especially helpful – boosting satisfaction in the process,” said Morris.

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