Guardian most satisfying
September 10, 2013
GUARDIAN Pharmacy has again
come out on top of a customer
satisfaction survey conducted
by Roy Morgan, with 91.7% of
Australians who had shopped at
Guardian within the previous four
weeks ‘Very’ or ‘Fairly’ satisfied.
The poll covered the 12 months to
July 2013, and put Guardian ahead
of Chemist Warehouse at 88.9%,
Terry White Chemists at 88.2%, My
Chemist with 88.1%, Priceline at
87.7% and Amcal with 86.6%.
Roy Morgan said that Guardian
had moved from last place to first
place over the last two years, and
is the only one of these pharmacy
chains to have improved its rating
over that time.
Amcal, which was in the lead in
2011, has dropped more than four
percentage points into last place,
while Chemist Warehouse has
managed to maintain its second
position since last year despite its
“rapidly expanding customer base,”
according to the pollsters.
Roy Morgan Research general
manager consumer products,
Geoffrey Smith, said the results
suggest a very competitive market
among the retailers, with “both
the largest and one of the smallest
pharmacy groups offering similar
levels of customer satisfaction.
“Guardian’s lead in customer
satisfaction among its competitors
suggests their strategy toward
‘Advice. Trust. Care’ as mentioned
in their motto is resonating with
their customer base,” he said.
Smith said the need for retail
groups of any size to better
understand and engage with their
customers has never been greater.
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