Customers More Satisfied at Rite Aid than Key Competitors, ACSI Says
More customers nationwide are giving Rite Aid a “thumbs up” when asked to rate their shopping experience.
The annual American Customer Satisfaction Index (ACSI) showed that customer satisfaction was significantly higher than in the previous year as Rite Aid’s rating rose 13 percent and outperformed both Walgreens and CVS.
The increase brought Rite Aid’s overall customer satisfaction rating to 78 as compared to 76 for both Walgreens and CVS in the national survey conducted with more than 12,500 customers.
“The ACSI is one of many data points we use to measure how we’re doing in delivering a great customer experience,” said Brian Dein, Rite Aid vice president of store operations. “We take pride in the fact that customers interviewed for the ACSI are telling us that we’re doing a better job of meeting their needs and delivering what matters most. It’s an achievement worth celebrating as we continue focusing on delivering a consistently outstanding Rite Aid Experience.”
Through internal Rite Aid surveys, Dein says the company is also seeing increases in customer satisfaction related to six measurable behaviors identified as being critical to delivering a great Rite Aid Experience: Associate Resolved Issue, Associate Listened Carefully, Associate Made Eye Contact and Smiled, Associate was Polite, Associate Ensured a Fast and Friendly Check Out and Associate was Friendly.
“We’ve worked really hard at delivering a great Rite Aid Experience, and it’s very encouraging to have our customers tell us that we’re making progress in many areas,” Dein said. “It illustrates the importance of creating caring moments by delivering what matters most to our customers.”
Industrywide, the ACSI reported that customer satisfaction in the health and personal care store sector rose from 73 to 78, with customers appreciating the convenience of the locations and operating hours. Customers were also more satisfied with store layout, cleanliness and the quality of pharmacy services that drugstores deliver. Customers also felt that staff were more courteous and helpful as compared to a year ago.