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As we continue to grow, we understand the challenges of maintaining excellent customer service levels for all our clients.

Because there is always room for improvement, we are here to listen, and this is why we conduct customer surveys. We want to gather meaningful opinions, comments, and feedback from our valued customers to help us improve on everything we do for you - the survey response was incredible with a record number of positive comments and suggestions; we love great feedback. It means we are on the right track but we also welcome all kinds of constructive feedback, and through your valuable input, we have been able to channel our efforts into vital areas of improvement, as well as gain assurances of things we are doing well and to improve further. The summarised results of the recent survey can be viewed here.

Winner of the Survey Prize Draw 2017:

Huge congratulations to Lyndsey who will receive the gift voucher. Thank you to all those customers who took the time and completed the 2017 survey. We were truly overwhelmed by the volume of positive comments. We assure you that we have taken all feedback on board and are looking for continuous improvement in 2018.

TOP AREAS OF PERFORMANCE
Q. Choose up to three words which you feel describes the Church Pharmacy website.
  1. Permutations of the options: professional, clear, easy to use and modern
  2. Permutations that included one or more of the following options: unprofessional, cluttered, confusing and outdated
Q. How easy is it to find products and information you are looking for on the website?
  1. Very easy - Easy
  2. Permutations that included one or more of the following options: average, difficult and very difficult
Q. How would you describe your experience using DigitRx?
  1. Excellent - Good
  2. Average
Q. How would you describe our product range? Please choose two options.
  1. Extensive - Good
  2. Permutations that included one or more of the following options: average, limited and poor
Q. How would you describe the availability of products in stock?
  1. Excellent - Good
  2. Average
Q. Choose up to four words / phrases which you feel best describes our customer service team.
  1. Permutations of the options: professional, friendly, helpful, quick to respond and knowledgeable on product ranges
  2. Permutations that included one or more of the following options: unprofessional, poor attitude, unfriendly, unhelpful, slow to respond and lack of product knowledge
Q. How would you rate the pharmacist and other staff who work at Church Pharmacy? This can include the dispensary team, dispatch team, original paper prescription collections team or DigitRx verification team.
  1. Excellent - Good
  2. Average
Q. How would you describe the reliability of the deliveries you receive?
  1. Excellent - Good
  2. Permutations that included one or more of the following options: average, poor and very poor
Q. Taking the staff, the website, service and systems provided - how would you rate Church Pharmacy overall?
  1. Excellent - Good
  2. Permutations that included one or more of the following options: average and very poor
AREAS IN GREATEST NEED FOR IMPROVEMENT
Q. Choose up to three words which you feel describes the Church Pharmacy website.
  1. Permutations of the options: professional, clear, easy to use and modern
  2. Permutations that included one or more of the following options: unprofessional, cluttered, confusing and outdated
Salient feedback points from customers:
  1. 1.Some issues experienced whilst using the website on Apple devices.
  2. 2.Some difficulties ordering products.
Action taken or planned:
  1. There has been feedback with some customers having technical issues on using the website including comments using certain devices related to technical issues and complaining that the website is unintuitive. Our dedicated technical team will be re-reviewing the accessibility of the website including further testing on devices such as Apple.
Q. How easy is it to find products and information you are looking for on the website?
  1. Very easy - Easy
  2. Permutations that included one or more of the following options: average, difficult and very difficult
Salient feedback points from customers:
  1. 1.Product images on the website.
  2. 2.Occasionally it is difficult to find a specific product in the Skincare range and Clinic Consumables range.
Action taken or planned:
  1. To maintain maximum customer choice, our product portfolio continues to grow and we continue to be challenged in keeping the product listings maintained. But we should improve in this area to ensure our valued customers can find the products they are looking for. Focus areas in 2018 will be: Engaging more closely with manufacturers to provide the latest product images on our website. We need to improve on the accessibility, filtering and search for our customers to easily find what they are looking for, in particular the skincare and consumables categories.
Q. How would you describe our product range? Please choose two options.
  1. Extensive - Good
  2. Permutations that included one or more of the following options: average, limited and poor
Salient feedback points from customers:
  1. Unable to find the desired product as the item did not show in the search results or could not be found during browsing, creating the impression we do not sell the item.
Action taken or planned:
  1. We always strive to continuously develop our product range offerings with quality brands and products responsibly sourced, however based on some feedback, we need to improve on ensuring our product range is “displayed” in a more accessible manner, to make customers aware we do sell the item. Some customers commented that we don't sell particular items which we actually do and therefore we need to improve on the overall search and browsing user experience. We will also try to improve awareness of our live chat facility to help make it easy for customers, who may struggle finding the items they are looking for, to just drop us a line on live chat for our customer service team to help as quickly as possible.
Thank you to all those who took part in the survey helping us to improve further and meet your customer service expectations.