2014 – Pharmacies Ratings

Posted by Canstar Blue May 29th 2014

You are viewing the archived 2014 ratings for pharmacies. Go to the current pharmacy ratings.

See Our Ratings Methodology.

Power to the pharmacists!” say Australian chemist customers

Nearly three in four of the respondents to our most recent survey have spoken: they feel that pharmacists should have greater authority to issue or renew prescriptions for common ailments.

A high level of trust has certainly been built between shoppers and pharmacies, with 70% stating they completely trust the medical advice given to them by a pharmacist.

Federal Minister for Health, Peter Dutton, recently stated that it would require “all hands on deck” to combat prominent healthcare issues like obesity and diabetes, and that one such way to combat these national ‘epidemics’ was to offer pharmacists financial remuneration if they offered a greater breadth of health services (e.g. vaccinations)

As reported by the Sydney Morning Herald, March 2014.

Our results also show that Australians predominantly visit the chemist for over the counter purchases every few months:

  • 27% of respondents visit every three months,
  • 21% every six months,
  • 18% every month, and
  • Just 2% every week.

No bitter pills for Amcal: our 2014 award winner for pharmacy customer satisfaction

Pharmacies - 2014 Award WinnerWhen it comes to your health (and even your looks), you need to chase a pharmacy brand that delivers it all: great value, peerless customer service, a wealth of available products, and more. We commissioned research to ask Australians how satisfied they were with their chemist, to find these things out for you.

This year, Amcal achieved our Most Satisfied Customers Award – Pharmacies, amidst significant competition from Chemmart, Guardian Pharmacies, Terry White Chemists, Chemist Warehouse, and Priceline.

Amcal strode ahead with five star ratingsin the following areas:

  • overall satisfaction,
  • customer service,
  • pharmacist availability,
  • availability of health management programs (e.g. blood pressure, diabetes, nutrition, etc.), and
  • advice provided.

Chemist Warehouse also received top ratings for value for money and its range of health related products (excluding prescription medication). Additionally, Guardian Pharmacies received five stars for advice provided and customer service, Priceline excelled for its range of beauty products, and Terry White Chemists finished with five stars for the availability of its health management programs.

Overall customer satisfaction

Taking the lead in this category was Amcal, with five stars for overall customer satisfaction. Next with four were Guardian Pharmacies, Chemmart, Terry White Chemists, and Chemist Warehouse; Priceline finished with three stars.

Value for money

Medication, weight loss products, even beauty products can cost a lot of money. That’s why it’s important to choose a pharmacy that delivers a fair price for products and services across the board, as well as offering you better value for what you pay.

Chemist Warehouse achieved the top rating for pharmacy value for money, edging out four star recipients Priceline, Terry White Chemists, Amcal, and Chemmart. Guardian Pharmacies secured three stars for value for money.

Customer service

Amcal and Guardian Pharmacies both shared a five star rating for how well their customers were treated at their respective pharmacies. Both Terry White Chemists and Chemmart came next with four stars apiece, and Priceline and Chemist Warehouse both finished with three.

Range of health related products (not medical prescriptions)

Chemist Warehouse customers were most satisfied with the range of health related products available from their pharmacy. Amcal, Terry White Chemists, and Priceline all received four star ratings in this area, and Chemmart and Guardian Pharmacies followed closely with three.

Range of beauty related products

Need that extra something to make your skin clear, or your hair shine? Pharmacies usually stock everything but the kitchen sink when it comes to great beauty products. Priceline customers were most satisfied with this range, which earned the brand five stars. Next with four stars were Chemist Warehouse, Amcal, Guardian Pharmacies, and Terry White Chemists; then three star recipient Chemmart.

Availability of pharmacist

Easy access to a pharmacist can go a long way to comforting a customer in need. Amcal received five stars for the availability of its pharmacists, and were followed by four star achievers Guardian Pharmacies, Chemmart, and Terry White Chemists. Both Priceline and Chemist Warehouse received three stars.

Availability of health management programs

Losing weight – fast or over a long period of time – can be a tricky task. You should make things easy on yourself by seeking out a professional program that walks you through the steps to success. Many of these programs can be found in your local pharmacy.

Both Terry White Chemists and Amcal finished with five stars for their health management programs. Guardian Pharmacies and Chemmart received four each, and Chemist Warehouse and Priceline both secured three.

Advice provided

Amcal and Guardian Pharmacies customers were most satisfied with the advice received from their pharmacist. Each brand secured five stars, and were followed by four recipients Chemmart and Terry White Chemists, then by three star recipients Chemist Warehouse and Priceline.

About this research

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 six months – in this case, 2,013 customers.

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.