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Survey: Publix and Target top in pharmacy customer satisfaction among grocery and mass retailers

BY Staff Writer

Westlake Village, Calif. — In a survey released Tuesday by J.D. Power and Associates, which polled customers about their expectations of their pharmacists, Good Neighbor Pharmacy, Health Mart, Kaiser Permanente Pharmacy, Publix and Target rank highest in pharmacy customer satisfaction in their respective segments.

The 2011 U.S. National Pharmacy Study also found that pharmacy customers have increasingly higher expectations when it comes to wait time. Among chain drugstore customers who wait less than three minutes to give their prescription information to pharmacy staff, satisfaction averages 836 on a 1,000-point scale, while satisfaction declines to 783 among those who have to wait more than three minutes.

In comparison, satisfaction in 2010 significantly increased or decreased at seven minutes.

"Customers are expecting more from their brick and mortar pharmacy — not just in terms of wait time, but also in terms of contact with the pharmacist and pharmacy staff," said Rick Millard, senior director of the healthcare practice at J.D. Power and Associates. "In fact, brick-and-mortar pharmacies are able to better differentiate themselves by offering additional services from the pharmacy staff.”

The study, now in its fifth year, measures customer satisfaction with pharmacies in two segments: brick and mortar and mail-order. The brick-and-mortar segment includes chain drug stores, supermarkets and mass merchandisers. Five key factors that contribute to customer satisfaction with brick-and-mortar pharmacies are examined: prescription ordering and pick-up process; store; cost competitiveness; non-pharmacist staff; and pharmacist.

While customers are considerably less satisfied with chain pharmacies than with supermarkets (808 versus 826, respectively), satisfaction is lowest with mass merchandiser pharmacies (797). However, mass merchandiser pharmacies perform particularly well in cost competitiveness.

Among chain drug store pharmacies, Good Neighbor Pharmacy and Health Mart rank highest in a tie with scores of 851. The Medicine Shoppe Pharmacy follows in the segment rankings with 831.

Target ranks highest among mass merchandisers for a fifth consecutive year with a score of 846. Sam’s Club (837) and Costco (834) follow in the rankings.

Publix ranks highest for a second consecutive year in the supermarket segment, with a score of 867. Wegmans follows with 848, and Winn-Dixie ranks third with 834.

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Applebee’s franchisee selects JobApp for hiring solution

BY Staff Writer

Newton, Pa. — Restaurant operator, The Rose Group, a 59-unit Applebee’s and four-unit Corner Bakery Café franchisee, said Tuesday it has selected JobApp Network as its automated hiring solution to improve restaurant hiring, manage compliance and maximize employee tax credits.

Including the Rose Group, nearly 150 Applebee’s units are currently utilizing the complete end-to-end hiring solution provided by JobApp, based in Bloomfield Hills, Mich.

The Rose Group said it was looking to improve restaurant-level hiring, reduce paperwork and simplify the hiring process. "After detailed review of the major vendors in this space, we selected JobApp because of their ease-of-use, manager-centric approach and 14 years of industry expertise," said Rose Group’s VP human resources, Paul Rockelmann.

JobApp’s hiring solution is designed to reduce hiring mistakes and employee turnover, improve tax credit results, and eliminate duplicate data entry across payroll, HRIS, POS, tax credit and background check systems.

The JobApp solution automates the new hire process from beginning to end: 24×7 web and phone applications, multi-layered candidate screening, integrated background checks, up-front tax credit screening, automated I-9/E-Verify work authorization verification, onboarding/forms management and payroll data integration.

The web application process is Android, iPhone and iPad-compatible.

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Survey: Bargain hunting part of shopper experience

BY Staff Writer

Chicago — A survey released Monday by Mintel Inspire found that bargain-hunting has become a desirable pastime among shoppers.

According to the latest data, Mintel found that nearly two-thirds (64%) of U.S. moms said they’re spending more time looking for sales, discounts and coupons, compared with last year, while 28% of U.K. consumers were classified by Mintel as "bargain hunters" due to their dedication to comparing prices and reading online reviews.

"It’s no longer enough to save money, shoppers want to have fun with the savings experience as well," Mintel Inspire managing editor Alexandra Smith said. "Consumers have come to expect reduced prices since the economic downturn, but retailers need to take that discounting a step further with promotions that engage and entertain."

Smith also said that while consumers presently are more open to try new products or venues, it’s the promotions that can entice them to purchase an item or visit a certain store.

"Allowing customers to choose the number and type of deals they receive, coupled with location-based offers will help reduce the potential for savings burnout," Smith noted.

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