Discount Drug Stores has taken the Roy Morgan customer satisfaction poll two months in a row
Discount Drug Stores (DDS) has been chosen as ‘Chemist/Pharmacy of the Month’ by Roy Morgan for March, May and June of this year.
Priceline Pharmacy won the category for April 2018, while MyChemist was chosen for both January and February.
For the month of June, DDS topped the list with a 93% customer satisfaction rating, while Priceline Pharmacy followed in second place.
My Chemist, Amcal and Chemist Warehouse rounded out the top five list for the month.
Roy Morgan’s Customer Satisfaction Awards are based on data from a monthly poll of over 9000 Australians.
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 winning streak signals DDS as a frontrunner for the coveted ‘Chemist/Pharmacy of the Year’ award from Roy Morgan.
My Chemist took out the top prize in this category for 2017.
A Sigma Healthcare pharmacy brand, DDS began operating in late 2001, and since then has grown to over 140 stores nationwide.
“I’m extremely pleased with the recognition from our customers to win the monthly award for three of the last four months (March, May & June),” said General Manager of the Discount Pharmacy Retail Group, Doug Kuskopf-Dallas.
“The Roy Morgan survey is an extensive survey and includes customers of many DDS stores across the country, so is a good measure that we are achieving a consistent level of very great customer service across the group.
“DDS has been focused on service excellence for a long time but, in late 2017, we made some changes at the Franchise Support Office so we could dedicate more resources to training the retail store teams so we have an even greater focus on service to retail customers.
“It’s pleasing that commitment to service is showing through so quickly in the survey results,” said Mr Kuskopf-Dallas.
“We also have a commitment to provide training to the retail teams in store when we roll out new programs or initiatives, especially in the areas of specialised pharmacy services such as pain management and diabetes management.
“To keep the momentum going we are increasing our training programs provided to stores in the coming months with the roll out of our new Retail Manager training program and our specialised Management program.”
Roy Morgan says its Customer Satisfaction Awards recognise businesses that “consistently outperformed their peers”.