Terry White dominating customer satisfaction


winner award

The pharmacy chain has well and truly knocked My Chemist off its perch in monthly Roy Morgan customer poll

Terry White Chemists has again been named Pharmacy of the Month by Roy Morgan Research, scoring the title for July 2017 after gaining the top spot for the first time in June 2017.

The two wins come after nearly a full year at the top for My Chemist, which topped the Roy Morgan customer satisfaction rankings for 11 months in a row in the Retail (Chemist/Pharmacy) category – placing first in every month since July 2016.

Chemmart Pharmacy and Priceline Pharmacy have also seen a boost in recent months – with both chains overtaking Chemist Warehouse in July.

Meanwhile My Chemist ratings have seen a slight downward slide, from 91% in March to 90% in April and May, and now below TWC’s rating in June and July.

Chemist Warehouse has also fallen behind Priceline Pharmacy, into fifth place.

The top five ranked pharmacy brands for customer satisfaction in July 2017 are:

  1. Terry White Chemist (90%)
  2. My Chemist
  3. Chemmart Pharmacy
  4. Priceline Pharmacy (up from 5th place in June)
  5. Chemist Warehouse (down from 4th place in June)

June 2017 was the first time Terry White Chemist has been named Roy Morgan’s Pharmacy of the Month for customer satisfaction ratings.

However it has appeared in the top five for a long time.

Each monthly ranking for the Roy Morgan poll is based on a sample of nearly 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 on a scale of: ‘very satisfied’, ‘fairly satisfied’, ‘neither satisfied nor dissatisfied’, ‘fairly dissatisfied’ and ‘very dissatisfied’ or ‘completely satisfied’, ‘somewhat satisfied’, ‘neither satisfied nor dissatisfied’, ‘not very satisfied’ and ‘not at all satisfied’.

Roy Morgan then combines those that were ‘fairly satisfied’ and ‘very satisfied’ and calculates this as a percentage of total customers. For every category only customers of that product or service are included.

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