LloydsPharmacy is a chart topper for pharmacy customer service
A new survey from consumer champion Which? has voted LloydsPharmacy within the top 10 of the UK’s biggest brands – and the leading pharmacy operator – for customer service.
More than 3,500 consumers were asked to rate 100 high profile companies on how successful they were at making their customers feel valued; knowledge of products and services; the helpfulness of staff; how problems and complaints were resolved, and access to customer support. Those surveyed also gave each brand an overall score out of 10.
LloydsPharmacy was ranked ninth in the poll, joint position with Marks and Spencer and Amazon.
Cormac Tobin, Managing Director of LloydsPharmacy, said, “We are delighted to be recognised for our great customer service. Our customers and patients are at the heart of everything we do and we are passionate about helping them manage their health and well-being. To be voted the leading pharmacy operator for customer service is testament to the hard work all of our colleagues deliver on a daily basis.
“We have introduced a new approach to community pharmacy with a greater focus on enhanced services and information. Providing expert advice is an important part of our offering, so I’m particularly pleased to see that consumers have scored us highly for product and service knowledge.
“LloydsPharmacy is built on its knowledgeable and passionate colleagues, who form and maintain close relationships with our customers, ensuring they deliver an exceptional service to each and every one.
“We are continuing to innovate to meet customer needs and are improving our website; we’ve also recently launched a click and collect service. We want to be wherever our customers want us to be as we believe in allowing customers to access healthcare from pharmacies in a way that is convenient to them.”
The survey by Which? was undertaken between May and June 2014 with more than 3,000 consumers surveyed. The respondents were asked to focus on the customer service of brands across the banking, telecoms, energy, retail and travel industries, in isolation from the value for money they offer or the quality of the products or services they supply, and these brands were chosen based on market share within their sectors. The consumers had to have interacted with the brands in the past 12 months, either by face-to-face or email, telephone, post or social media.
UK, 19 September 2014