Clear winner


There’s been a strong field of contenders… but which pharmacy brand came out ahead?

Roy Morgan has announced the winners of its Annual Customer Satisfaction Award winners… and this year, the title of Pharmacy of the Year has gone to Guardian.

Strong contenders for this year’s awards, coming out on top in monthly awards over the year, were TerryWhite Chemmart, Chemist Warehouse, Priceline Pharmacy, Discount Drugstores and Guardian – which alone won eight out of the 12 awards.

The data that determines who wins comes from Roy Morgan’s Single Source survey, for which 50,000 consumers from around Australia are interviewed in-depth each year, in person and in their own homes.

Roy Morgan CEO Michele Levine said that each category winner shares a distinguishing factor: a determination to understand what their customers need and deliver it.

“That’s what has earned each of them coveted recognition as best in their field, judged by their customers, over the year just ended,” she said.

“As customers, we put different demands on different kinds of providers, and the customer satisfaction score required to win varies significantly from industry to industry,” says Ms Levine.

“For car manufacturers, chemists, furniture and electrical stores, and hardware stores, winning percentages are in the 90s, while for utilities providers and retail super funds the top scores are in the 50s.

“But whatever the base, each of the winners understands that dissatisfied customers have an enormous impact on the bottom line and they work hard to avoid that.”

“Last year saw Guardian awarded the Chemist/Pharmacy of the Month for its customer satisfaction eight times, so we’re delighted to kick off 2020 with this industry acknowledgement,” said Kurt O’Brien, from Amcal and Guardian.

“At Guardian we are committed to providing personalised health advice and a positive customer experience every time, so this award is testament to our hard working teams all over the country who deliver on this commitment in their communities every day.

“This year we are looking forward to evolving our community healthcare even further, with a reinvigorated Healthy Kids Guide designed to support parents keep their kids healthy, along with bolstering our long standing relationship with Vinnies, our Guardian Angel Knitting Program and CEO Sleep Out.”

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