Healthcare
Customer satisfaction tracking for pharmacies
At the pharmacy, customers expect both fast service and reliable advice. Waiting time, availability of medicines and the pharmacist's attention determine whether a customer returns to the same pharmacy. Comvo measures this experience with short surveys and provides a comparative view for pharmacies with multiple branches.
Key challenges in the industry
-
Waiting time
When prescriptions pile up, waiting gets longer and customers often turn to another pharmacy.
-
Medicine availability
An out-of-stock product creates a problem that forces the customer to come back.
-
Advice
Usage information and product recommendations are an important part of the experience.
-
Dermocosmetics sales
The quality of advice directly affects sales and loyalty.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Prescription filling
- Advice
- Dermocosmetics and personal care products
- Checkout
- Order delivery
Sample survey
Customers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Yes / Partially / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- Not at all, less than 5 minutes, 5-15 minutes, more than 15 minutesMultiple choice question; used to identify the reason behind a negative experience (root cause).
Questions, scales and conditional logic are tailored to your pharmacy. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 A QR code at the till or on the bag opens the survey.
- 2 The customer completes the short survey.
- 3 A negative response is forwarded to the pharmacist as a case.
- 4 Product availability issues feed into stock planning.
- 5 In chains, branches are compared with the same criteria.
Sample alert rules
- If satisfaction is 2 or lower, a case is assigned to the pharmacist with a 24-hour resolution time.
- "No" answers to the product question are listed separately in the weekly report.
- A 1-3 star Google review is opened as a case for the pharmacist.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
-
Satisfaction and waiting
You track perceived waiting time by day and hour.
-
Stock-related issues
You see how often customers report a product was not available.
-
Quality of advice
You measure information scores.
-
Google rating
You track the pharmacy's online reputation.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Online Reputation Reviews from Google, App Store, Şikayetvar and other platforms Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Surveys QR Code Customer Satisfaction Surveys How to collect QR code surveys in stores, restaurants and branches: where to place the code, keeping the survey short and linking responses to branches.
- Measurement What Is CSAT and How Is It Measured? CSAT measures how satisfied customers are with a specific experience. Learn the question format, scale choice, two calculation methods and where to use it.
- Online Reputation How to Respond to Google Reviews How to respond to Google Business Profile reviews: sample replies to positive and negative reviews, response time, personal data and Google policies.
Frequently asked questions
Can it be used for a single pharmacy?
Yes. A single pharmacy can also be defined as an organization structure; in chains, branches are separate units.
Is customer data required?
No. QR surveys are anonymous and the survey does not ask for medicine or prescription information. Anonymous responses also become cases and are used for improvements at the pharmacy; however, the customer can be contacted only if they choose to leave contact details.
How long does the survey take?
A survey of three or four questions is usually completed in under half a minute.
Let us map out a scenario for your industry together.
Share your pharmacy structure and the points where you interact with your customers, and we will prepare a suitable survey and rule set for you in a demo environment.