Customer Experience Index

See your business through your customers’ eyes

Central to every successful business are engaged and loyal customers.

It’s easy to think the customer experience at your pharmacy is outstanding...but is it really?

  • When was the last time you walked through your business as a customer to measure their experience?
  • Is your business attracting new and retaining old customers?
  • Are your customers selling your business's in a positive way?
  • Do your customers know about your complete business offering?

The Customer Experience Index only takes a few minutes and provides invaluable feedback, getting right to the heart of what your customers think about your pharmacy.  

What is the Customer Experience Index?

The Customer Experience Index is a Guild member-only service, including an in-store customer survey and real time feedback on the customer experience in your pharmacy. It provides an insight into how customers perceive your business, along with actionable suggestions based on their feedback.

Customer Experience Index does not involve mystery shopping, rather it helps you see your business through the eyes of your customers by reflecting on real experiences. Enhancing the customer experience can see direct improvements to your bottom line!

The service will be conducted by an experienced Guild representative (from your State Branch) who will attend your pharmacy, complete a survey with your customers and provide you with one-on-one feedback on how you can improve your pharmacy and customers experience.  A written report is then provided for your use.

Our Customer Experience Index team has years of pharmacy experience and offers an impartial and honest snapshot of your pharmacy performance on the day. 

How long does it take?

The Customer Experience Index visit takes approximately 2 hours. An owner/manager is required for 5-10 minutes at the beginning of the visit and up to 30 minutes at the end of the visit for immediate feedback. The rest of the time is spent in the pharmacy obtaining feedback from your customers. A written report is provided after the visit.

How much does it cost?

For a limited time, this is a FREE member-only service. Follow up visits will be available for purchase in the future.

Book your Customer Experience Index now!


Check out the FAQs page for more information on the Customer Experience Index. [Member login is required]

Hear what Queensland members say about the Customer Experience Index

For more information
Contact Jill Power - Business Support Coordinator


07 3831 3788

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Page last updated on: 04 July 2022