Customer Satisfaction Survey and consumer behaviour report towards Airtel
Walgreens Community Management Project
1. BY: Rajan, Sudev, and James
Improving Customer Experience
in Walgreens Pharmacy.
2. The Goal
The goal for this project is to improve the
customer experience in the pharmacy. We will
begin with analyzing areas for improvement,
and then offering possible solutions.
3. Introduction to Pharmacy
Goal: Give people the best experience possible.
Differentiate us from competitors
Determine the strengths, weaknesses, opportunities, and
threats
Have customers leaving the store happy
4. SWOT Analysis - Walgreens’ Pharmacy
Strengths
● Technology- Intercom plus
● Large retail network
Weaknesses
● Lack of cross training front store
employees’
Opportunities
● Alliance Boots
Threats
● CVS’ purchase of Target Pharmacies
● Increased labor costs
● Changes in regulations
● Increase and spread of drug abuse
6. Reasons to improve customer service in the
Pharmacy?
It is hard to get a person to
walk into your store.
The pharmacy brings in
60% of normal sales in
the store.
It is easy for an upset
customer to walk out
and never come back.
7. How to Monitor Progress
Delight Scores
Surveys
1-800-Walgreens
8. Surveys: What do the customers think?
How would you rate your overall pharmacy experience today on a scale of 1-5. 1 being poor and 5
being excellent?
Why do you choose walgreens for your prescriptions?
What suggestions do you have for improving customer service in the Pharmacy?
9. What we learned from speaking with customers
Walgreens is a preferred pharmacy for certain insurance companies, meaning that patients are able to get medication for
cheaper if they go to Walgreens Pharmacy
One of the main reasons customers choose walgreens is for convenience and location.
Customers are easily able to find alternative means of getting their medication, and having poor customer service can have
a detrimental effect on sales.
The drive through is convenient
Friendly and helpful staff always make customers’ experience better
Patients are being notified that medication is ready, and when arriving to pick it up they are having to wait.
Several customers, after observing the pharmacy, said that they think there needs to be more people working.
10.
11. Delight Scores
Delight scores reflect how the store is doing in
any given department
Delight scores better help us understand
where to improve on
13. Problems that are causing poor customer satisfaction
Customers want to be in and out. When they have to wait, they are
unsatisfied.
Pharmacy wait time correlates to customer satisfaction.
What should be the maximum amount of time a customer should have to wait
for their medication?
Pharmacy wait time exceeds 15 minutes
14. Approaches to improving customer service
Procure pharmacy externs who are looking to gain first hand experience
We get extra help without having to pay more money, and in return the extern is trained and
gains valuable experience
develop relationship with pharmacy technician schools
Push pharmacists to improve workflow management
Bottleneck effect
Cross train store clerks to work in the pharmacy
Training Log
17. Workflow Management
Workflow management is very important to run a
pharmacy efficiently. Without a proper balance, a
bottleneck effect will occur and medication will not be
ready in minimal time.
Bottleneck effect: A point of congestion in a system where
workloads arrive more quickly than that point can
handle them. The inefficiencies caused by the
bottleneck effect create a queue and longer overall
cycle time.
18. Workflow Management
The pharmacy can easily experience a bottleneck effect
when there is an imbalance in the workflow.
ie. There are significantly more prescriptions under
data review.
The technician cannot fill a medication until the
pharmacist reviews the script.
ie. There are too many product reviews
the medication cant be sold until the pharmacist
reviews the product in the final stage.
19. Workflow Management
Clearly, managing workflow is extremely
important. Pharmacists and technicians must
work together to keep the workflow balanced.
Poor workflow leads to excessive wait times,
and thus unhappy customers.
Some of Walgreens’ strengths include being technologically advanced with Intercom Plus.
Walgreens
Conducting surveys essentially help us better understand where we as a store need to improve on: Whether it is customer service related, the wait times, or any other front store problems. We can target the exact problem we need to resolve by the surveys conducted.
Explain that we each talked to pharmacy customers in our stores and got their input on why their experience was good or bad. This gave us a much better idea of what customers expect, and what would make them happier. We were also able to identify reasons why customers were choosing walgreens, and thus able to determine what needs to be done to bring in new customers and keep existing ones.
As you can see, according to this chart, customers are not happy in the pharmacy. The main culprit for this problem is the wait times. We promise customers a wait time of 15 minutes. Often times, the 15 minutes is bumped up to 1 hour. If the wait times were more consistent within the 15 minute range, the overall customer experience should yield a higher score.
Delight
Overall Delight is directly affected by the following things:
RX Greeting
RX Time to Fill
RX Help you Quickly
-Every single employee should greet the customer in a friendly manner. This will not only help improve our delight scores, but also leave a good impression on our customers.
-The estimated time given to customers that want to wait for their prescription should be low. If it isn’t low and the pharmacy is backed up, the time given should accurately represent how long the customer has to wait.
-A way to improve the “RX Time to Fill” is by improving overall workflow. One Technician should be scanning, one should be filling, ---------------------------
-The main way to improve on “RX Help You Quickly” times is to improve the overall workflow and efficiency as stated previously. Improving workflow and better training our technicians on the following three key ideas will have a great positive impact on our overall delight score.
Pharmacy wait times directly correlate to customer satisfaction in the following ways:
The customer has better things to do besides picking up medication
No one wants to spend all day in the pharmacy
The maximum wait time a customer should have to wait for their medication is 15 minutes.
Pharmacy wait time can often exceed the maximum for several reasons.
Staff shortage
Efficiency, better training, workflow
The purpose of this is not only to have employees to be able to provide back up for the pharmacy. This will allow them experience something new and gain more knowledge about the pharmacy. Maybe they will like working there and it could open up an opportunity for them.
Also need to account for the schedule
COACHING CARD
