In the health industry, customer opinion has become a priority for pharmacies, having a significant impact on improving services and increasing their satisfaction. By understanding customers’ needs, expectations and concerns, pharmacies can provide personalized services and build lasting relationships.
With an initial expansion strategy based on the integration of independent pharmacies into their network, pharmacy networks can see a significant increase in their customer base. However, once all these integrations are achieved, further success depends on the ability to meet diverse customer requirements and attract them from specific demographics or local regions. It is important for the pharmacy to follow a development plan but also to adapt the strategy in order to have a competitive advantage in a constantly evolving industry.
Collecting customer feedback, essential practice for the success of pharmacies
Customer feedback in the pharmaceutical field is very important and can have a significant impact on the success and development of a pharmacy. A proactive approach to collecting, analyzing and applying feedback can turn a pharmacy into a successful business focused on customers’ needs and satisfaction.
3 Feedback collection methods, successfully used in pharmacies:
- Collecting feedback at the transaction level
- Collecting feedback, part of daily operations
- Collecting specific feedback (for each pharmacist)
Collecting feedback at the transaction level
By implementing a loyalty program in the pharmacy, customer identification can be done according to specific purchases or needs, facilitating the sending of surveys directly from the loyalty program to the customers e-mail address. Customized surveys focus on specific aspects of the transaction, such as waiting time, staff courtesy, or medicine information. This targeted approach allows pharmacies to respond directly to specific customer needs and implement improvements where necessary.
Collecting feedback, part of daily operations
Integrating the idea that every customers experience is part of the daily routine of operations is essential. Managers can review customer feedback daily by discussing it with the team to make informed decisions on how to improve the pharmaceutical service. Through feedback tools, a special framework is created in which managers can talk directly with employees, facilitating consideration of pharmacists’ perspectives to implement improvements and create a collaborative environment throughout the team.
Collecting specific feedback (for each pharmacist)
Personalizing the feedback for each pharmacist and treating each situation individually are essential. Managers need to have a clear understanding of how each pharmacist interacts with customers, recognizing efforts and identifying areas that require improvement. The use of online tools for collecting feedback allows easy association of customer opinions with the individual profile of the employee, providing a comprehensive picture of its performance and facilitating the identification of successful practices that can be integrated into the pharmacy chain.
Collecting feedback, the key to success in pharmacies?
Collecting customer feedback is a key issue for pharmacies, having a significant impact on improving services, increasing customer satisfaction and strengthening long-term loyalty. Using online tools to receive real-time feedback not only effectively solves specific needs, but also helps to make informed decisions, playing a significant role in strengthening the competitive position of a pharmacy.
If you want to implement a smart platform for collecting feedback, discover Staffino – the ideal solution recommended by IT Genetics consultants for effective feedback collection. With Staffino, you can benefit from a smart, easy-to-use platform that allows you to monitor and manage customer feedback in real time. Get valuable insights and personalized recommendations to improve your customer experience and strengthen your market position. Contact us to find out how you can turn customer feedback into a valuable tool for the success of your business!
