Retail News Breaks Archives
Good Neighbor Pharmacy, Publix are named as Customer Service Champions
March 4th, 2014
WESTLAKE VILLAGE, Calif. – Good Neighbor Pharmacy and Publix Super Markets were among 50 companies recognized as 2014 Customer Champions by J.D. Power & Associates.
J.D. Power said the 2014 Customer Champions were chosen based on customer feedback on their service excellence.
The 50 companies were the highest performers among more than 600 brands across nine industries, based on their performance in five key areas: people, presentation, price, process and product.
Good Neighbor Pharmacy is the community pharmacy marketing organization of pharmaceutical wholesaler AmerisourceBergen Corp. and has a network of more than 3,200 pharmacies. Publix was recognized for both its grocery and pharmacy operations.
To qualify for inclusion on the list, companies must achieve a high level of service excellence in their own industry and when compared with companies from other industry sectors, Good Neighbor Pharmacy noted.
"Being recognized by J.D. Power is demonstration that the commitment that our Good Neighbor Pharmacy members have made to their local communities and patients is making a difference — and consumers have noticed," Scott Robinson, group vice president of Good Neighbor Pharmacy, said in a statement. "Our independent pharmacists play a vital role in their patients' health care every day and in an ever-changing health care industry. Good Neighbor Pharmacy is at the forefront of ensuring each patient receives an unmatched level of personalized, quality care."
According to Finbarr O'Neill, president of J.D. Power, consumers take a wide view when it comes to customer service.
"J.D. Power surveys hundreds of thousands of customers every year, and what we've found is that when consumers purchase different products and services, they don't just compare their experiences within the same industry, they compare across industries," O'Neill stated. "The 50 companies we've recognized as Customer Champions demonstrate the highest levels of service excellence, not just compared with their direct competitors but also across all facets of the customer experience."
Good Neighbor Pharmacy and Publix had the No. 1 and No. 2 scores, respectively, for customer satisfaction among brick-and-mortar pharmacies in the J.D. Power 2013 U.S. Pharmacy Study, released last fall.
"Not only does satisfaction encourage customer loyalty, but happy customers also become advocates of the brand to others," O'Neill added about this year's Customer Service Champions. "Particularly given the ability of today's consumers to easily communicate their experiences far and wide through social media and online reviews, customer advocacy can be critical to a company's bottom line."
Editor's Note: Article updated with comment from Good Neighbor Pharmacy.