Corporate Research International |
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Customer Perception Survey: Quarter 1, 2009 - Quarter 2, 2010 |
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| Gender: | Age: | to: | |
| Education: | State: | ||
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| Completed Surveys | ||||||
| Quarter 1, 2009 1421 | Quarter 2, 2009 8142 | Quarter 3, 2009 3230 | Quarter 4, 2009 1526 | Quarter 1, 2010 1154 | Quarter 2, 2010 703 | |
| 1. Have you filled a prescription in the last six months at a local pharmacy (not an online or mail order pharmacy)? | |
| 82.00% (4879) | A. Yes |
| 18.00% (1071) | B. No |
| 2. How many prescriptions do you have filled at least once a month? | |
| 43.68% (2125) | A. One |
| 19.71% (959) | B. Two |
| 13.09% (637) | C. Three |
| 7.42% (361) | D. Four |
| 5.22% (254) | E. Five |
| 10.87% (529) | F. Six or More |
| 3. How do you usually refill your prescriptions? | |
| 29.81% (1454) | A. Stop at the pharmacy and wait |
| 58.11% (2834) | B. Call ahead and pick up |
| 6.25% (305) | C. Order from a website and pick up |
| 5.82% (284) | D. Automatic refill from pharmacy |
| 4. How many pharmacies do you use to have prescriptions filled? | |
| 64.39% (3137) | A. One |
| 29.80% (1452) | B. Two |
| 5.81% (283) | C. Three or more |
| 5. Where do you fill your prescriptions? (Consumers were allowed to choose more than one option.) | |
| 64.34% (3139) | A. Chain pharmacy (i.e. CVS, Walgreens, Rite Aid) |
| 7.91% (386) | B. Clinic/hospital pharmacy |
| 14.00% (683) | C. Independant pharmacy |
| 12.91% (630) | D. Mail Order |
| 21.44% (1046) | E. Mass Merchant/Discount store (i.e. Wal-Mart, Target) |
| 21.01% (1025) | F. Supermarket/Grocery store |
| 3.28% (68) | G. Other |
| 6. Which of the following factors influence your pharmacy choice? (Consumers were allowed to choose more than one option.) | |
| 63.07% (3077) | A. Convenient store hours |
| 76.90% (3752) | B. Location to home/work |
| 35.52% (1733) | C. Drive-thru pick up window |
| 18.75% (915) | D. Discounts for other store products |
| 14.80% (722) | E. Automatic refill |
| 7.32% (357) | F. Reminders for refills |
| 53.74% (2622) | G. Call ahead for prescriptions/refills |
| 32.47% (1584) | H. Can get prescription filled at any store in chain |
| 21.09% (1029) | I. Easy to obtain prescription records |
| 42.75% (2086) | J. Knowledgeable staff |
| 63.35% (3091) | K. Pharmacy accepts my insurance |
| 14.63% (714) | L. Price for non-pharmacy products |
| 31.03% (1514) | M. Ability to shop for non-pharmacy products |
| 21.05% (1027) | N. Pharmacy helps with insurance questions/issues |
| 34.15% (1666) | O. Time it takes to fill prescription |
| 34.06% (1662) | P. Have confidence in the pharmacist |
| 8.75% (427) | Q. Other |
| 7. How frequently do you ask the pharmacist questions about a prescription medication? | |
| 27.11% (1322) | A. Only the first time I fill a new prescription |
| 2.75% (134) | B. Every time |
| 10.70% (522) | C. Often |
| 48.43% (2362) | D. Sometimes |
| 11.01% (537) | E. Never |
| 8. How often do you trust the information your pharmacist gives you? | |
| 50.14% (2174) | A. All the time |
| 46.68% (2024) | B. Most of the time |
| 3.18% (138) | C. Some of the time |
| 9. What types of questions do you ask? (Consumers were allowed to choose more than one option.) | |
| 52.14% (2544) | A. Generic vs. brand name products |
| 65.05% (3174) | B. Interactions with current prescriptions or other medications |
| 14.45% (705) | C. Length of treatment |
| 30.15% (1471) | D. Dosage |
| 62.16% (3033) | E. Side effects |
| 25.89% (1263) | F. Insurance questions |
| 10. What keeps you from asking your pharmacist questions about prescription products? (Consumers were allowed to choose more than one option.) | |
| 74.83% (3651) | A. I don't need to |
| 7.62% (372) | B. It never occured to me to ask questions |
| 1.97% (96) | C. I am embarassed to ask questions |
| 8.14% (397) | D. There is no opportunity for me to speak with them in private |
| 2.23% (109) | E. I don't consider them knowledgeable enough to answer my questions |
| 17.09% (834) | F. They seem too busy and unavailable to answer questions |
| 6.37% (834) | G. The pharmacist does not seem friendly |
| 11. How frequently do you ask the pharmacist questions about over-the-counter products? | |
| 11.06% (539) | A. I don't need to |
| 7.63% (372) | B. Twice a month |
| 24.12% (1176) | C. Once every three months |
| 25.31% (1234) | D. Once every six months |
| 20.51% (1000) | E. Once a year |
| 11.36% (554) | F. Never |
| 12. How often do you trust the information your pharmacist gives you? | |
| 47.75% (2061) | A. All the time |
| 48.73% (2103) | B. Most of the time |
| 3.52% (152) | C. Some of the time |
| 13. What types of questions do you ask? (Consumers were allowed to choose more than one option.) | |
| 67.43% (3290) | A. Best product for symptoms or needs |
| 42.96% (2096) | B. Generic vs. brand name products |
| 52.65% (2569) | C. Interactions with current prescriptions or medications |
| 13.40% (654) | D. Length of treatment |
| 27.08% (1321) | E. Dosage |
| 20.68% (1009) | F. Non-medication treatments (i.e. apply heat or cold) |
| 14.08% (687) | G. Herbal products |
| 9.08% (443) | H. Whether or not to visit a physician |
| 41.42% (2021) | I. Side effects of over the counter prescriptions |
| 14. What keeps you from asking your pharmacist questions about over-the-counter products? (Consumers were allowed to choose more than one option.) | |
| 55.03% (2685) | A. I don't need to |
| 7.32% (357) | B. It never occured to me to ask about anything other than prescription medications |
| 1.82% (89) | C. I am embarrassed to ask questions |
| 5.55% (271) | D. There is no opportunity for me to speak with them in private |
| 1.80% (88) | E. I don't consider them knowledgeable enough to answer my questions |
| 17.77% (867) | F. They seem too busy and unavailable to answer questions |
| 5.51% (269) | G. The pharmacist does not seem friendly |
| 23.88% (1165) | H. None of the above |
| 15. Which of the following best describes the customer service at the pharmacy you frequent most | |
| 41.28% (2013) | A. Excellent |
| 41.34% (2016) | B. Good |
| 14.37% (701) | C. Average |
| 2.15% (105) | D. Below Average |
| 0.86% (42) | E. Poor |
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*Results: Participants in this survey were permitted to answer "N/A" or "Not Applicable" for any of the following reasons: Never shopped the brand/location, the brand/location is not available in the area, or the participant is not familiar with the brand/location. "Results" refers to the number of applicable responses.
*Score: Participants in this survey were permitted to answer "N/A" or "Not Applicable" for any of the following reasons: Never shopped the brand/location, the brand/location is not available in the area, or the participant is not familiar with the brand/location. "Score" refers to the average rating of only applicable responses. |