{"id":18988,"date":"2020-05-05T12:11:04","date_gmt":"2020-05-05T12:11:04","guid":{"rendered":"https:\/\/www.pharmamanage.gr\/2020\/05\/05\/customer-satisfaction-is-invaluable\/"},"modified":"2024-02-01T14:03:25","modified_gmt":"2024-02-01T12:03:25","slug":"customer-satisfaction-is-invaluable","status":"publish","type":"post","link":"https:\/\/www.pharmamanage.gr\/en\/customer-satisfaction-is-invaluable\/","title":{"rendered":"Customer Satisfaction is Invaluable"},"content":{"rendered":"

A cold reception, an inadequate supply of products or inappropriate advice or even worse, a complete lack of them, are enough to create a negative image of your pharmacy and drive customers away from you.<\/strong><\/p>\n

Therefore, measuring the quality of customer service is an important issue.<\/p>\n

How to proceed a research<\/strong><\/p>\n

Customer dissatisfaction has a significant impact on a pharmacy’s finances.<\/p>\n

If dissatisfied customers go straight to the competition, acquiring new ones creates needs for additional marketing actions, which undoubtedly increase the pharmacy\u2019s expenses.<\/p>\n

Therefore, we must first identify the causes of dissatisfaction in order to improve them.<\/strong><\/p>\n

There are tools, such as Google Forms, that allow you for free, to design content satisfaction questionnaires, which are then emailed to customers.<\/p>\n

The results are analyzed automatically and presented in detailed diagrams.<\/p>\n

These solutions have the advantage of being free, but you must have the time, will and skills to write the questionnaires, analyze the results and transfer them, informing your partners.<\/strong><\/p>\n

In case this is not the ideal solution for you, there are external consultants who use feedback management platforms.<\/p>\n

Appropriate software is linked daily to the pharmacy customer database, in order to recover all transactions made.<\/p>\n

Then, the system plans to send to the customers a satisfaction survey via email or SMS.<\/strong><\/p>\n

In the report summarizing the results, each item is graded on a scale of one to ten, highlighting the problem areas and areas where improvement is required.<\/p>\n

Finally, the type of dissatisfaction is highlighted, with customers being able to indicate the reasons why they gave a negative score.<\/p>\n

This type of platform can also give similar results, separately for each pharmacy\u2019s employee.<\/strong><\/p>\n

\"Customer<\/p>\n

From customer loyalty to customer satisfaction<\/strong><\/p>\n

Some loyalty programs include a questionnaire program, which conducts customer satisfaction research, after visiting the pharmacy.<\/p>\n

Another application can make customer satisfaction research at the point of sale.<\/strong><\/p>\n

It is installed on the counter and displays a question before or after payment.<\/p>\n

Customers can answer yes or no, or rate their pharmacy experience from one to 9.<\/strong><\/p>\n

The results are presented again in the form of a diagram, with the result for each question, as well as the long-term evolution of the pharmacy or comparison with other pharmacies, if the pharmacy belongs to the same network.<\/p>\n

Turn defeat into success<\/strong><\/p>\n

In order not to tire your customers, an important factor is the frequency of surveys.<\/p>\n

Fifteen-day satisfaction surveys are recommended every six months.<\/p>\n

The investigation can focus on all the important moments of the customer experience:<\/strong><\/p>\n

Welcome approach, waiting time, convenience to find products, prices, adequacy of products, quality of advice…<\/p>\n

Important information is whether customer is going to recommend your pharmacy after his last visit. In addition, you can conduct a research on the proposed offers, on your services, a health issue, and the needs of the consumer or his behavior.<\/strong><\/p>\n

These surveys allow you to “listen” to your customers, build a relationship with them and constantly improve your offer.<\/strong><\/p>\n

They can also help you identify the positives of your pharmacy and his reputation and those that require improvement.<\/p>\n

Measuring customer satisfaction also helps to create a good atmosphere among pharmacy employees, and contributes positively to their immediate improvement.<\/p>\n","protected":false},"excerpt":{"rendered":"

A cold reception, an inadequate supply of products or inappropriate advice or even worse, a complete lack of them, are enough 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