Research and Markets: National Customer Satisfaction Index - UK Results for Pharmacy Customer Satisfaction

Research and Markets (http://www.researchandmarkets.com/research/6gdbjs/national_customer) has announced the addition of the "National Customer Satisfaction Index - UK Results for Pharmacy Customer Satisfaction" report to their offering.

The National Customer Satisfaction Index UK (NCSI-UK) is an economic indicator of customer evaluations of the quality of products and services available to household consumers in the United Kingdom.

Pharmacies are stable with an NCSI score of 78, though individual company results vary widely. Customers still prefer smaller, local pharmacies (80) to any of the larger retailers, but a 3% improvement pushes Superdrug to the lead at 78. Boots follows close behind, unchanged at 76. Following a takeover by Bestway Group last year, the Co-operative Pharmacy tumbles 5% to 73. Lloyds Pharmacy also posts an NCSI score of 73, down 4% for the year.

The National Customer Satisfaction Index - UK Results for Pharmacies provides the full range of data for each pharmacy tracked by the NCSI-UK, with detailed scores and benchmarks across the customer experience, including customer satisfaction, customer expectations, value, product quality, service quality, loyalty, recommendations, call centre satisfaction and website satisfaction. The report contains company level performance results for each multi-channel touchpoint, as well as information on what is driving customer satisfaction and loyalty for the sector.

The latest NCSI results for supermarkets are based on interviews with more than 1,800 customers during the final quarter of 2014. Customers are asked to evaluate their recent purchase and consumption experiences with the products or services of the largest companies by market share within each of the measured industries, plus an aggregate of all other smaller brands not measured individually by name in the NCSI.

The survey data are used as inputs to the NCSI's cause-and-effect model, which measures customer satisfaction quantitatively as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The NCSI model, in turn, links customer satisfaction with the survey-measured outcomes of customer complaints and customer loyalty. The report provides confidential industry-competitive and best-in-class data on all measured variables and customer experience benchmarks.

This methodology was developed at the University of Michigan and has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments and countries including the United States (ACSI), the United Kingdom, Sweden, Singapore, Korea, Turkey, South Africa, Mexico, Colombia, Dominican Republic, Indonesia and Barbados.

Companies Mentioned

- Boots

- Lloyds Pharmacy

- Superdrug

- The Co-operative Pharmacy

For more information visit http://www.researchandmarkets.com/research/6gdbjs/national_customer

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