Central to every successful business are engaged consumers. Engaged consumers frequent the business because of the positive consumer experience the pharmacy provides. Engaged consumers are loyal and sell your business for you.

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

  • How long is it since you walked through your businesses front door as a consumer to measure your experience?
  • Is your business attracting new and retaining old customers?
  • Are your customers selling your businesses in a positive way?
  • Do your customers know about your complete business offering?
The Guild’s new Customer Experience Index service answers these questions and many more. The Customer Experience Index is a face to face visit by a Guild employee to provide real time feedback of customer experience at your pharmacy using direct feedback from customers. The visit is concluded with strategies and support to enhance your pharmacy’s customer experience, and therefore promote your business through the eyes of your customers.

What is the Customer Experience Index?

The Customer Experience Index is a business enhancement tool which helps you see your pharmacy through the eyes of your customers. We talk to your customers to gain an understanding of their experience in your pharmacy and provide you with practical advice on simple ways to improve their experience.

How long does it take?

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



One visit is offered free to Guild members as an introductory offer

As part of the national trial, we are offering a FREE Customer Service Index visit for Guild members only. If you find the service valuable, it is expected additional visits will be available for purchase in the future.

We have Guild team members available to undertake this visit in your pharmacy. If you wish to take up this offer, or have any additional questions about the Customer Experience Index, please contact Alissa Papachristodoulou on 03 9810 9940.

Customer Experience Index FAQs (member log-in required).

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Page last updated 06 March 2017