Discount Drug Stores (DDS), has won the top prize for Roy Morgan’s Annual Customer Satisfaction Awards in the Chemist/Pharmacy category for 2018.
In the awards ceremony, Roy Morgan named DDS as ‘Australian Chemist/Pharmacy of the Year’ following the highest tally of customer satisfaction ratings in 2018.
Roy Morgan calculates each month’s ratings by collecting customer satisfaction scores from more than 9,000 Australians and DDS first topped the monthly customer satisfaction ratings in March.
From May to October, DDS consistently claimed the monthly top spot resulting in a total of seven wins for the year.
Stephen Dunstan, DDS National Operations Manager, says the team’s dedication, training and key focus on customer service has contributed to the brand’s latest accolade.
“DDS has always had a strong focus on service excellence, however in late 2017 the brand made dedicated changes at our Franchise Support Office to commit more resources to training our retail teams, enabling an even greater focus on customer service,” he said.
“We’re extremely proud that this commitment to service has shown through so quickly and consistently in the survey results, particularly since retail pharmacy is such a high-service environment.”
DDS has a policy of providing training to their retail teams when any new program or initiative is introduced, particularly for specialised pharmacy services or clinics, such as pain management and diabetes management.
“We wanted to build on and continue improving our training and service standards, and in 2018 we established our Retail Manager training program along with specialised management program in the DDS Leadership Academy designed to upskill our retail staff and enhance the customer retail experience,” Mr Dunstan said.
“This award is an indication to the benefits of these new programs, and we’d like to recognise all the outstanding team leaders we have in-stores and our retail teams who work to deliver great service to our customers, across all areas of health services and support programs.”
Roy Morgan’s CEO, Michele Levine, said the annual awards night highlights each winner’s devotion to their brand and the important role customer satisfaction plays in company success.
“Each winner honoured in these awards have one thing in common; their dedication to ensuring customers are satisfied and receiving excellent service. DDS have been recognised for their success among their customers, and this is a testament to the brand’s continued commitment to customer satisfaction, and every customer’s health and wellbeing,” she said.