Discount Drug Stores has been named Australian Chemist/Pharmacy of the Year in the Roy Morgan annual Customer Satisfaction Awards
The discount brand scooped up the top prize following the highest tally of customer satisfaction ratings in 2018.
Roy Morgan calculates each month’s ratings by collecting customer satisfaction scores from more than 9,000 Australians.
The brand first topped Roy Morgan’s monthly customer satisfaction ratings in March and then consecutively from May to October, resulting in a total of seven wins for the year.
Stephen Dunstan, DDS’ National Operations Manager, credits DDS’ dedication and focus on customer service and training.
“DDS has always had a strong focus on service excellence, however in late 2017 the brand made dedicated changes at our Franchise Support Office to commit more resources to training our retail teams, enabling an even greater focus on customer service,” said Mr Dunstan.
“We’re extremely proud that this commitment to service has shown through so quickly and consistently in the survey results, particularly since retail pharmacy is such a high-service environment.”
He says DDS is committed to providing training to its retail teams when any new program or initiative is introduced, particularly for specialised pharmacy services or clinics, such as pain management and diabetes management.
“We wanted to build on and continue improving our training and service standards, and in 2018 we established our Retail Manager training program along with specialised management program in the DDS Leadership Academy designed to upskill our retail staff and enhance the customer retail experience,” said Mr Dunstan.
“This award is an indication to the benefits of these new programs, and we’d like to recognise all the outstanding team leaders we have in-stores and our retail teams who work to deliver great service to our customers, across all areas of health services and support programs.”
Roy Morgan’s CEO, Michele Levine, said the annual awards night highlights each winner’s devotion to their brand and the important role customer satisfaction plays in company success.
“Each winner honoured in these awards have one thing in common; their dedication to ensuring customers are satisfied and receiving excellent service,” she says.
“DDS have been recognised for their success among their customers, and this is a testament to the brand’s continued commitment to customer satisfaction, and every customer’s health and wellbeing.”