Find a pharmacy that best suits your needs with our customer satisfaction comparison of Australian brands.
* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.
Canstar Blue research finalised in June 2015, published in July 2015.
Pharmacies provide us with medical, nutritional and beauty products that we rely on every day. They’re very much an institution that’s ingrained into Australian society, with 94% of Aussies who responded to our recent survey telling us they trust their pharmacist’s advice. Furthermore, three-quarters of the people we surveyed reckoned pharmacists should have more authority to issue prescriptions.
Pharmacists’ good reputation aside, there are many competing brands in Australia, and their standards of service can vary significantly. Having rated Australian pharmacies based on our customer satisfaction surveys of everyday Aussie shoppers, we’ve found some brands that stand out. With a five-star rating for overall satisfaction, it was Blooms The Chemist which won our Most Satisfied Customers award in 2015. This brand also topped our ratings in several key criteria.
Behind Blooms in the ratings was a swathe of companies with impressive four-star scores: Chemmart, Guardian, Good Price Pharmacy Warehouse, Discount Drug Stores and Amcal all did well. Next up were Chemist Warehouse, My Chemist, Priceline, Soul Pattinson and Terry White, all of which scored three stars.
Pharmaceutical products tend to be complex to produce and subsequently expensive to buy, which is why many pharmacies have adopted heavy discounting practices in order to attract more customers. Value is certainly important when you’re buying medication that’s both costly and important; if you’re after the most wallet-friendly pharmacy, you should consider five-star achiever Good Price Pharmacy Warehouse – unsurprising, given its name! Three brands finished on three stars for value – Soul Pattinson, Amcal and Terry White – whilst the remainder all did one better to score four stars.
We rely on pharmacists to find (or even formulate from scratch) the right medication for our needs, and we depend on sales assistants to find non-prescription products amidst a vast range. Having pleasant and helpful interactions with your pharmacist is a big determiner of whether or not you’ll come back, and it was Blooms The Chemist which proved how well it knew this – the brand achieved the maximum five stars for customer service. One star behind Blooms was Soul Pattinson, Amcal, Discount Drug Stores, Good Price, Guardian and Chemmart. All remaining brands achieved three stars.
Health products are by far the biggest reason for a pharmacy’s existence, and the more they stock, the better it is for customers. Overall winner Blooms has the highest satisfaction scores for its range of medication and health products with a five star rating; it was followed by Chemmart, Guardian and Chemist Warehouse with four stars, whilst the other brands all scored three stars.
Beauty products aren’t what most of us think of when we envisage a pharmacy, but it’s become increasingly common to stock them. Items like makeup, cologne/perfume and other products for your skin, hair and nails are commonplace, and it’s often convenient to pick them up along with your prescription. The top-rated brand for beauty products was five-star-rated Priceline, followed by four-star brands Chemmart, Guardian, Discount Drug Stores and Chemist Warehouse.
It’s not much good going to a pharmacy if you’re forced to wait ages for a specialist to help you out! Like most businesses, pharmacies need to strike a tricky balance between having too few pharmacists on staff and having too many; but the better they do, the faster and more satisfying their service. Overall winner Blooms topped the satisfaction ratings here with five stars, and all but Chemist Warehouse and Terry White scored four stars – the former two achieved three. This suggests a great degree of consistency when it comes to availability.
It’s often said that an ounce of prevention is worth a pound of cure. If you need a comprehensive program of treatment, many pharmacies provide just what you need. Guardian pharmacies rated well for health management with five stars, with their nearest competitors being Blooms, Chemmart, Good Price and Soul Pattinson on four stars each.
The knowledge and expertise of your pharmacist is a valuable resource, and many places are happy to provide advice or consultations. Our respondents were most happy with the advice provided at two pharmacies, Blooms The Chemist and Guardian pharmacies – both of which achieved the maximum five stars. Runners-up included Soul Pattinson, Chemmart, Good Price, Discount Drug Stores and Amcal, so if you’re looking for expert advice on medication, you’re well served.
Canstar Blue commissions Colmar Brunton to survey 3,000 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have made a purchase at a pharmacy in the past 6 months – in this case, 2,422 Australians were surveyed.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.
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