2011 – Pharmacies Ratings

Posted by Canstar Blue March 26th 2011

You are viewing the archived 2011 ratings for pharmacies. Go to the current pharmacy ratings.

See Our Ratings Methodology.

Chemmart triumphs in vote by pharmacy shoppers

Our independent consumer survey today revealed pharmacy brand Chemmart beat its competitors and has won our Most Satisfied Customers – Pharmacies award.

Customers scored Chemmart top marks for the categories of overall satisfaction, service, range, availability of pharmacists and advice provided. Chemist Warehouse was voted top by its customers for price.

The survey also revealed the length to which Australians rely on prescription medication, with 52% of respondents buying or refilling the products more than 12 times a year.

We were surprised by the high level of prescription medication use shown by the survey. Interestingly, we saw males were more likely (52%) to buy or refill their prescriptions more than 12 times a year than females (48%).

This follows a study released recently by Pfizer which showed less than a third of people adopt other healthy habits when taking prescription medication to manage their health condition.

Endeavour College of Health Director of Education Nick Vardaxis said too many Australians depend soley on medication to solve their health issues.

“Prescription medication has a strong place in the health equation, but Australians should also consider how much diet and exercise can help alleviate, and sometimes cure, their symptoms,” said Mr Vardaxis.

Our survey showed 1 in 10 Australians surveyed have experienced an adverse reaction to prescription medication in the past 12 months.

This is a significant health issue, with an estimated 200,000 hospital admissions in Australia each year attributed to prescription medication.

The results showed 13% of Australians surveyed buy a portion of their pharmacy products online. Generation Y respondents were significantly more likely (19%) to buy online than those from any other generation.

A tiny 3% of respondents buy all their pharmacy products online.

Most common pharmacy gripes

  • Pharmacy cluttered inside with excessive shelving and product ranges.
  • Impersonal service and uninformed staff.
  • Lack of privacy to discuss medical conditions and ailments.
  • Long waiting times to speak with the pharmacist and for prescriptions to be prepared.

Canstar Blue commissions Colmar Brunton to survey 2,500 Australian consumers across a range of categories every few months to measure and track customer satisfaction. The outcomes reported are the results from customers of pharmacies within the survey group. To qualify, the customer has to have purchased from the pharmacy within the last 12 months.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall satisfaction

Chemmart received five stars for overall satisfaction, followed by Priceline, Amcal and Guardian on four stars, and Chemist Warehouse and Terry White on three stars.


Chemist Warehouse received five stars for pricing, followed by Chemmart and Priceline on four stars, and Terry White, Amcal and Guardian on three stars.


Chemmart was awarded five stars for service, followed by Priceline, Amcal and Guardian on four stars. Terry White and Chemist Warehouse received three stars.


Chemmart customers were the most satisfied with the range of products available at their pharmacy, followed by Priceline and Chemist Warehouse on four stars, and Amcal, Terry White and Guardian on three stars.

Availability of pharmacist

Chemmart again received five stars, this time for the availability of the pharmacist. Priceline, Amcal and Guardian all received four stars. Terry White and Chemist Warehouse received three stars.

Advice provided

Chemmart customers were the most satisfied by the advice provided at their pharmacy, followed by Priceline, Amcal and Guardian on four stars. Terry White and Chemist Warehouse received three stars.