2013 – Pharmacies Ratings

Posted by Canstar Blue May 14th 2013

You are viewing the archived 2013 award for pharmacies. Go to the current pharmacy ratings.

See Our Ratings Methodology.

Pharmacists are the first port of call for one in two

Most Satisfied Customers - Pharmacies, 2013One in two consumers seeks advice from their pharmacist about whether their symptoms can be treated with over the counter medication before resorting to a doctor’s visit, according to the results of our latest survey.

One in three said they prefer to ‘self-medicate’ than visit a doctor’s surgery (30%).

The results of our survey on Pharmacies highlighted some interesting differences between respondents of different ages – namely how comfortable older respondents were with their pharmacy visits:

  • Fewer Baby Boomers felt embarrassed asking for certain medications at the pharmacy, especially compared to the arguably more sheepish Gen Y respondents (10% versus 36%), and
  • A large number of Baby Boomers knew their pharmacist by name (38%), and
  • Baby Boomers were half as likely as Gen X or Y respondents to self-medicate (20%, versus 41% and 42% reactively).

An easy pill to swallow: Guardian wins customer satisfaction award for 2013

This survey also compared some of the leading names in pharmacy, with Guardian achieving our Most Satisfied Customers Award – Pharmacies – 2013. It is the second win in a row for Guardian – the group taking out the same award for 2012.

Guardian achieved a healthy selection of five star ratings for overall satisfaction, service, availability of pharmacist, availability of health management programs and advice provided.

Also rated is this survey were Amcal, Chemmart, Chemist Warehouse, Terry White Chemists and Priceline.

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 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 from a pharmacy in the last 6 months – in this case, 1,926 people.Brands must have received at least 30 responses to be included. 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 customer satisfaction

Guardian served up five stars for overall customer satisfaction in this category, achieving the top rating for a second year. Amcal and Chemmart both received four stars for overall satisfaction; Priceline, Terry White Chemists and Chemist Warehouse finished with three.

Value for money

In front for five star value for money was Chemist Warehouse, followed by both Priceline and Chemmart with four stars each. Guardian, Amcal and Terry White Chemists all received three stars for value for money.


Attentive customer service at pharmacies is important, especially for those that aren’t feeling their best. Guardian achieved a five star rating for customer service, followed by Chemmart and Amcal with four stars each. Chemist Warehouse, Priceline and Terry White Chemists each finished with three.

Range of health related products

Do you feel you could be healthier? Pharmacies stock everything from teeth whitening products to weight loss shakes. Customers of Chemist Warehouse were most satisfied with the range of health related products available in store. Following on from the five star achievers were Guardian, Amcal, Chemist Warehouse, Priceline and Terry White Chemists with four stars apiece.

Range of beauty related products

Pharmacies are more than dispensaries; they can also be ideal for picking up beauty supplies. The range of beauty products available at Priceline stores saw the brand earn a five star rating in this area. Next were four star recipients Amcal, Chemmart, Chemist Warehouse and Terry White Chemists; then Guardian with three.

Availability of pharmacist

Pharmacists are expert in understanding medications, well versed in the treatment of minor ailments and a great ally in the management of long term conditions so it’s helpful to be able to access them easily. Both Guardian and Chemmart scored five stars for the availability of their pharmacists, followed by four star recipient Amcal. Chemist Warehouse, Terry White Chemists and Priceline all received three stars for the availability of their pharmacists.

Availability of health management programs

Customers of Guardian, Amcal, and Chemmart were most satisfied with the health management programs available via their local pharmacy (e.g. blood pressure monitoring, diabetes information, nutrition education etc.) These three brands each received a five star rating, and were followed by Terry White Chemists with four stars, and Chemist Warehouse and Priceline with three.

Advice provided

Guardian received the final five star rating in this category for the advice its pharmacists provide to their customers. Amcal and Chemmart followed with four star each; Chemist Warehouse, Priceline and Terry White Chemists finished with three.