Who has the most satisfied customers?


Chemist Warehouse open sign

A first-time winner has been named as this year’s Chemist/Pharmacy of the Year by Roy Morgan

Roy Morgan has announced the winners of its Annual Customer Satisfaction Awards – which it says were impacted by the COVID-19 pandemic, “Just like everything else in our lives”.

It announced 40 winners in categories from banks, insurers and super funds, through to telecommunications, automotive and utilities – as well as retail.

Altogether there were 40 categories to win, with 19 won by repeat winners.

The Chemist/Pharmacy of the Year Award was won by a first-time winner, says Roy Morgan: Chemist Warehouse.

A spokesperson for Chemist Warehouse told the AJP that, “We are proud of this recognition of the hard work done and the service provided in 2020 by Chemist Warehouse pharmacy staff across Australia, often under very difficult circumstances”.

“It’s great to get feedback that reflects the care taken by our teams, and the high satisfaction levels of the more than two million Australians who visit their local Chemist Warehouse every week.”

Roy Morgan CEO Michele Levine said that there were several businesses that satisfied their customers at a high level in 2020, with ten businesses winning every monthly customer satisfaction award – a feat that not a single business achieved a year earlier.

“Many businesses, and particularly those in retail and hospitality, faced a major threat to their way of doing business in 2020 as a nation-wide closure early in the year forced many to close – at least temporarily,” she said.

“The good news for the businesses hit hardest with the lockdowns was that they proved effective with most of Australia spending the remainder of 2020 in relative normality compared to the rest of the world.

“The effective strategies of both Federal and State Governments to suppress the virus as well as the hundreds of billions of dollars support pumped into the economy returned the Australian economy to growth and one year after the pandemic began Australia is one of the few countries which now has a larger economy and higher employment than it did pre-pandemic.

“This success has been built on by all the businesses honoured in this year’s Roy Morgan Annual Customer Satisfaction Awards who have thrived despite the adversity of 2020 and can look forward with confidence having satisfied their customers at a higher level than any of their competitors.”

The data utilised is from Roy Morgan’s Single Source survey, compiled from in-depth interviews with more than 50,000 consumers from around Australia.

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