Competitor MyChemist came in second, with a customer satisfaction rating of 89.9 per cent, while Terry White’s merger target Chemmart took third with 88.9 per cent satisfaction.
“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,” said Michele Levine, CEO, Roy Morgan Research.
Terry White Chemists and Chemmart merged in 2016, resulting to a pharmacy rebrand to TerryWhite Chemmart. The pharmacy giant will be finalising its rebranding with all 500 stores by the end of 2017.
“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 [the pharmaceutical company] scores a combined customer satisfaction of 89.8 per cent in July,” said Levine.
She said Amcal, Guardian and Soul Pattinson missed out on July’s Top 5 pharmacies. The companies were previously included in Australia’s top rated pharmacies for customer satisfaction in 2016 and also won the 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,” added Levine.
Roy Morgan Pharmacy Customer Satisfaction July 2017 – Top 5