Amcal has again been recognised by the Australian public in the pharmacy sector by winning the 2015 Readers Digest Quality Service Award.
Amcal recorded a combined consumer Quality Service Index score of 78 in the extensive national online survey and grabbed by far the highest consumer score for those who said they would “enthusiastically” continue to shop at the store or recommend it to a friend or family member.
Sigma Chief Operating Officer Gary Dunne says winning the award is great recognition for the thousands of team members in Amcal stores around Australia.
“The Amcal brand is synonymous with providing expert advice for all Australians,” he says.
“Our Amcal pharmacists pride themselves on consistently taking the time to deliver the care and service that their customers need, so it is really pleasing for Amcal to again be recognised as leading the way.”
Independent research analyst Catalyst conducted the online research involving more than 1500 interviews around Australia covering 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 continues to introduce programs into our Amcal network to assist the pharmacist help care for customers and better manage their health,” says Dunne.
“This includes continuing to expand our Professional Service programs, such as coeliac testing and kidney check, to bring real and sustainable health management benefits to the community.”
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 outstanding Customer Service award for 2014.
Another of Sigma’s pharmacy brands, Guardian, has also won the past three Roy Morgan Customer Satisfaction awards.
“Pharmacists continue to be some of the most accessible health care professionals in Australia,” says Dunne.
“So it is a credit to everyone that our Amcal and Guardian pharmacies are universally recognised as consistently providing outstanding customer service standards that are clearly valued by the community.”