LloydsPharmacy are delighted to have jumped 41 places to secure the number five position in the 2021 CXi Annual Customer Experience survey for 2021 conducted by Amarach research alongside popular brands including Irish Credit Union, Butlers Chocolates and Aldi. LloydsPharmacy teams and Senior management have played a pivotal role in driving up Customer Experience through making CX a strategic focus, investing in training, digitalisation, introducing new initiatives and services to provide enhanced patient care and customer service.
The purpose of the annual CXi report conducted by Amarach provides a benchmark to improve customer experience management, in which companies can compare their progress both nationally and internationally. The CX Framework is based on 6 customer emotional drivers to determine a company’s bond with its customers and how they feel. These 6 drivers include – trust, knowledge, understanding, convivence and ease of service, expectations being met and ability to solve a problem.
Recent times have resulted in a huge change in consumer experience, with pharmacies such as LloydsPharmacy becoming a key destination for health advice due to reduced access to GP’S. LloydsPharmacy with their highly trained and empathetic staff from Pharmacists to front of house, focus on providing an invaluable level of care and up-to-date knowledge throughout a time of uncertainty. Through particular attention on improving CXi strategy across stores and online, LloydsPharmacy relentlessly focused on serving customer needs, delivering excellent patient care, trusted advice, and support. LloydsPharmacy staff invest in over 15,000 hours of training each year to ensure the level of service and expertise is always relevant.
Remaining operational throughout the pandemic with enhanced safety precautions in place, LloydsPharmacy created a safe and welcoming environment, reassuring customers on how to keep themselves safe and healthy. This adherence to safe operations coupled with the roll out of a community-based initiative in cooperation with local community groups, GAA clubs and Pharmacy students to deliver prescriptions to the most vulnerable groups cemented the pharmacy group as a key pillar in providing a service to the communities in which Pharmacies operate.
Convenience is key for LloydsPharmacy making the customer experience more accessible with 55% of Pharmacies providing late opening times during the week and opening at weekends. The service also adapted to provide a click and collect service now available nationwide, free home delivery on orders over €40 across the improved LloydsPharmacy website, a choice of two online doctor services and SMS communications to alert customers when a repeat prescription is ready for collection. Pharmacy teams played their role in managing the spread of COVID19 by offering COVID19 vaccinations, flu vaccination service, and Antigen testing. Continued investment in store refits and improvements has led to ease of navigation making the instore experience more seamless and enjoyable for customers.
Speaking on the results, LloydsPharmacy Superintendent Pharmacist Denis O’Driscoll said, “As Ireland’s leading pharmacy chain we are delighted to see the work input by all LloydsPharmacy teams across Ireland recognised. Over the past year, our pharmacies have expanded our product range and offering for our customers. Every Pharmacy stayed open and fully operational throughout the pandemic with many staff going the extra mile to provide a high level of customer and patient service. Delivering the best customer experience and patient care is a strategic priority from Senior Management through to every staff working at LloydsPharmacy. This result, which saw LloydsPharmacy jump 41 places in the last year, recognizes the collective effort, passion, dedication, and commitment of everyone on the team as well as the investment in digitalization and training.”
Regular updates on LloydsPharmacy stores are available at www.lloydspharmacy.ie/and from the LloydsPharmacy official social media channels, along with tips and advice to keep you and your family well.
Facebook @LloydsPharmacyIreland Instagram @LloydsPharmIrl Twitter @LloydsPharmacyIre
About LloydsPharmacy
LloydsPharmacy is Ireland’s leading pharmacy chain, with 91 pharmacies nationwide. LloydsPharmacy’s focus is on providing patients and their families, in communities around Ireland, with the best expert pharmaceutical advice and support for all their health and wellbeing needs.
LloydsPharmacy won the Retail Excellence award at this year’s InBUSINESS Recognition Awards with Chambers Ireland. This is the second time in three years that LloydsPharmacy has been recognised with this award. This award acknowledges the team’s relentless dedication and commitment, delivering excellent customer service and patient care throughout communities in Ireland. With new protocols in place, including PPE, social distancing, and Perspex screens, they have made patients feel safe and supported at all times.
