Chemmart takes Roy Morgan poll


The TerryWhite Chemmart brand has secured the top spot in customer satisfaction three months in a row

Chemmart has shot up to the top of Roy Morgan’s Customer Satisfaction poll for August 2017, surpassing My Chemist and its recently merged partner Terry White.

Terry White Chemists had recently been Pharmacy of the Month twice in a row, for both June 2017 and July 2017.

While TerryWhite Chemmart has begun its rebranding as one merged banner group – with all pharmacies set to be rebranded by the end of the year – each is still considered a separate entity for the Roy Morgan poll.

Prior to June, My Chemist had topped the customer satisfaction ranking 11 months in a row in the Retail (Chemist/Pharmacy) category – placing first in every month since July 2016.

My Chemist has maintained its position at second place, while Terry White has been pushed down to third place.

Meanwhile after a long time in the top five, Chemist Warehouse has been knocked off the list completely.

Discount Drug Stores has also made a reappearance at fourth place.

Customer satisfaction rankings for pharmacy of the month in August 2017 are as follows:

  1. Chemmart Pharmacy – 90% positive customer satisfaction
  2. My Chemist
  3. Terry White
  4. Discount Drug Stores
  5. Priceline Pharmacy

Each monthly ranking for the Roy Morgan poll is based on a sample of about 9000 Australians – with the data used as the input into determining the winners of the annual Roy Morgan Customer Satisfaction Awards.

For each product or service Roy Morgan Research asks customers to rate that product or service, then combines those that were ‘fairly satisfied’ and ‘very satisfied’ and calculates this as a percentage of total customers.

The merged TerryWhite Chemmart group now operates as the largest retail pharmacy network in Australia, with about 500 stores nationwide.

It plans to double its network size within five years, says CEO Anthony White.

“We operate in a highly competitive industry and are now in a much better position to meet the evolving needs of our customers,” says Mr White.

“As a result of the merger, TerryWhite Chemmart members have access to substantially increased infrastructure which will deliver improved in-pharmacy efficiencies, increased levels of customer services and better access to leading frontline healthcare.”

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