Who’s on top?


TerryWhite Chemmart shopfront

New Roy Morgan customer satisfaction ratings show TerryWhite Chemmart as the winner of the Chemist/Pharmacy of the Month Award for October 2019

TWC had a high satisfaction rating of 94%, and the pharmacy chain’s recent ratings improvement has resulted in back-to-back monthly satisfaction awards, Roy Morgan says.

In the Roy Morgan Chemist/Pharmacies Customer Satisfaction Report, TerryWhite Chemmart’s customer satisfaction rating of 94% puts it ahead of Guardian (92%), Chemist Warehouse (90%), Priceline Pharmacy (90%) and Discount Drugstores (90%).

The ratings are drawn from the Roy Morgan Single Source survey, in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

Roy Morgan CEO Michele Levine says TerryWhite Chemmart’s increasing satisfaction rating has set it up for a strong finish to the year and a promising start to 2020.

“It wasn’t until September that TerryWhite Chemmart claimed its first customer satisfaction award for this year, however to judge it on that fact alone would be misleading. The chemist has been a consistent improver throughout 2019, achieving the largest increase in ratings of all leading chemists compared to a year ago.

“Recent trends suggest that TerryWhite Chemmart may still have some ratings growth ahead of it and given that next-placed Guardian has actually declined in recent months, the chain will be looking for a strong start to the new year,” Ms Levine said.

According to Roy Morgan data, the quintessential TerryWhite Chemmart customer is a woman aged 65+ and she would likely be placed in the Traditional Family Life Roy Morgan Value Segment, a segment representing the core of ‘middle Australia’ that is motivated by security, reliability and providing better opportunities for their family.

When it comes to her societal views she’s concerned about crime, corruption and globalisation, and believes that Aboriginal culture is an essential part of Australian society. In addition she’s likely to be eating less red meat these days, and making an effort to get enough calcium in her diet.

Her media consumption habits include an attraction to traditional media and she’s far more likely than the average Australian to be a heavy magazine reader (5+ issues read) and a medium (3-6 in last week) or heavy (7+) newspaper reader.

She’s also far more likely to be a heavy viewer (3+ hrs per day) of commercial TV and someone who doesn’t generally use the Internet in an average week.

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