Terry White Chemists leading rivals in customer satisfaction: Roy Morgan


Terry White Chemists has once again been ranked number one in the pharmacy customer satisfaction stakes, according to Roy Morgan Research ratings.

Following on from its victory in the Roy Morgan Pharmacy Satisfaction rankings in June, Terry White again led all comers with a July customer satisfaction rating of 90.3%.

My Chemist, which has been locked in a battle with Terry White for top spot over the course of this year, came in at second position, recording a customer satisfaction rating of 89.9%.

Meanwhile, Terry White merger partner Chemmart scored a rating of 88.9% in third position.

Rounding out the top five in the Roy Morgan rankings were Priceline Pharmacy (88.5%) and Chemist Warehouse (88.2%).

Roy Morgan notes that following on from last year’s merger of the Terry White and Chemmart businesses, the rollout of ‘TerryWhite Chemmart’ branded pharmacies is still in process. Over half of stores having now been rebranded, with the full rebranding of all 500 stores due to be completed by the end of the year.

Michele Levine, Roy Morgan chief executive said in a statement that Chemmart has seen an improved performance since the merger, securing top five rankings in each of the last four months, while as a combined entity, Terry White Chemists and Chemmart recorded an 89.8% customer satisfaction rating in July.

“Pharmacies to miss out on a top five placing in July included Amcal, Guardian and Soul Pattinson, which was Australia’s top-rated pharmacy for customer satisfaction in 2016 and took out top prize at the Annual Roy Morgan Customer Satisfaction Awards,” Levine commented.

“In this incredibly competitive market, it’s vital for pharmacies to know exactly who their customers are, and how to cater for their specific expectations, attitudes and preferences, or their satisfaction levels may suffer.”

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