Amcal has been voted by the Australian public as the winner of the Readers Digest Quality Service Award for the second year running.
The public voted Amcal as the leading (Gold) service provider in the pharmacy sector in the 2016 awards, having also won the same award in 2015.
Priceline Pharmacy was voted the Silver Winner.
Amcal recorded a combined consumer Quality Service Index score of 78 in the extensive national online survey, outranking all other pharmacy brands. The qualitative feedback in the survey summed up Amcal’s customer service as: “The staff are friendly, well informed and competent in all areas’’.
Sigma Chief Operating Officer Gary Dunne says winning the award for the second year in a row is a triumph for Amcal stores around Australia and the dedicated Amcal team who look after customer’s everyday.
“The consistency of Amcal’s ability to win this consumer service award shows how well the brand lives up to its commitment to provide expert advice for all Australians,” Dunne says.
“Amcal pharmacists across Australia are being acknowledged for the care and service they provide to customers, so it is really pleasing for Amcal to again be recognised as leading the way for the second year running.”
Independent research analyst Catalyst conducted the online research involving more than 1500 interviews around Australia involving every demographic group on behalf of Readers Digest. Pharmacies were given a Service Quality Index rating based on consumer feedback on the following criteria:
- Personalisation – providing a tailored customer experience;
- Understanding – demonstrating empathy for the customer’s needs;
- Simplicity – making the process quick and easy for the customer;
- Reliability – consistently delivering high quality customer service;
- Satisfaction – delivering, and exceeding, customer expectations.
“Sigma is constantly introducing new programs to help customers to better manage their health. This includes continuing to expand our professional service programs, such as coeliac testing and Kidney Check we’ve been running successfully for a few years, to bring real and sustainable health management benefits to the community,” says Dunne.
This award follows consistent recognition for Amcal, having previously been awarded the Canstar Blue Most Satisfied Customers award for 2014 and 2013, and the International Customer Service Professionals (ICSP) outstanding Customer Service award for 2014.