Jean Coutu Tops in Customer Satisfaction Among Drug Stores
Quebec chains dominate
In a random sampling of public opinion taken by the Forum
Poll™ among 1102 adult Canadians, Pharmacie Jean Coutu was seen to have the
highest customer satisfaction in Canada, with virtually all patrons satisfied
(92%), and as many as two thirds “very satisfied” (66%). This rating gives it
an average score of 3.5 out of 4.0 for customer satisfaction. One quarter of
Canadians have visited a Jean Coutu (24%), but this is much higher, of course,
in Quebec, where the chain is located (79%).
Also in this cadre of excellence are Pharmaprix (another
Quebec chain) with an overall satisfaction rating that is almost universal
(96%) and 6-in-10 who are “very satisfied” (61%) for score of 3.5 out of 4.0.
About one tenth have visited this store (13%) and Uniprix (11%), the third
leader among drug stores (95% total satisfaction, 61% “very satisfied”, 3.5 out
of 4.0).
Just out of the top three is the nation’s largest chain,
Shopper’s Drug Mart (90% overall, 59% “very satisfied”, average score, 3.4 out
of 4.0, close to 6-in-10 visited (59%)
Following these leaders, in order, are Familiprix, The
DRUGStore, Costco’s pharmacy, Lawton’s, a maritime Canada chain, IDA, London
Drug, a western Canada chain, Rexall, Pharmasave, Brunet, Guardian Drug,
Walmart’s in-store pharmacy, Pharma Choice and, last, Proxim, which is the ony
retailer to score less than 3.0 out of 4.0.
“It is interesting that the leading chains are all
Quebec-based, but we have also found a combination of regional pride and a
different attitude to service often conspire to raise ratings for Quebec
retailers above those from other provinces” said Forum Research President, Dr.
Lorne Bozinoff.
Lorne Bozinoff, Ph.D. is
the president and founder of Forum Research. He can be reached at lbozinoff@forumresearch.com
or at (416) 960-9603.
