Running a community pharmacy is an arduous task. There are many things to consider and one can occasionally feel inadequate. The pressing question at the back of many a mind, often is, ‘what is that thing that I could be doing better?’ To answer this, many people go to great lengths. Some may decide to go for business courses, read books, maybe even opt for 7 days of fasting and prayer, these are all good and useful.
There’s one thing however that many pharmacy owners don’t do. They never
Ask the client!
It’s remarkable how we create businesses to serve people but never ask the people we serve what they want out of our service. You need to do this now and not just via the mostly useless suggestion box. You need to create a client experience survey. Your survey may Include some of the following questions.
- What do you like most about our service?
- What do you hate most about our service
- How can we improve?
If you provide any value added services it’s important to gauge how your customers feel about them. Ask:
- Are you aware of these our services? Proceed to list 3 extra services you provide
- What service would you like to see? You can suggest 3 services you’re considering to prompt thought
The final and most important question you need to ask is the net promoter question:
On a scale of 1 – 10, how likely would you be to recommend us to a friend or colleague?
The answer to this question helps you calculate your net promoter score (NPS).
People that answer between 0 – 6 are known as detractors, 7 & 8 are passive, while 9 & 10 are promoters. Your NPS is calculated by subtracting your % of promoters from % of detractors. It is a strong measure of your customer loyalty and correlates strongly with revenue growth.
An NPS > 0 is felt to be good and an NPS of +50 is excellent. For benchmark guidance, the average NPS for pharmacies in the U.S is 29. If you’re near this you’ll be rivaling the great pharmacy chains of the world like Walgreens and CVS in the U.S.
Administer this survey to at least 100 of your clients then collate the results. You will be amazed at the kind of feedback and ideas you will get to improve.
To aid your pharmacy’s business we’re offering free help with NPS measurement for the first 10 pharmacies that contact us via whatsapp. Just click here to request via WhatsApp. We will help you with:
- Free survey questionnaire
- Free survey delivery via SMS and email to your patients
- Free survey analysis
- Calculating your Net Promoter Score to objectively assess the quality of service you provide
Click here to request now while offer lasts.