The Next Level’s first audit identified several key findings, such as:

  • 38% of script customers stayed in store
  • Script customers were engaged by dispensary staff for 1m 50s
  • Script customers received 0s of proactive solution selling
  • Script customers received 26s of proactive health & medicines counsel
  • 43% of script customers received proactive medicines counsel
  • OTC customers were engaged by dispensary staff for 1m 38s
  • 60% of OTC customers received proactive medicines counsel
  • Each script item took 6m 44s to process
  • Each 100 OTC customers purchased 100 non-script health category products
  • Pharmacists spent 36% of time forward of the script processing function of the dispensary
  • NB all values are averages

The Next Level guided us through implementation of the opportunities identified in the baseline scores via:

  • Structural solutions, including setting a clear vision of their desired service model
  • Strategic solutions, including cultural change of the team and re-education of customer regarding the new service model
  • Upskilling staff to host total engagement: complete solution conversations more often

Sixteen months later The Next Level re-audited our pharmacy, and saw:

  • A 52% increase in customer retention (to 58%)
  • A 40% improvement in script customer engagement duration (to 2m 34s)
  • A 300% improvement in the duration of proactive solution selling per script customer (to 3s)
  • A 67% improvement in the duration of proactive health & medicines counsel per script customer (to 43s
  • A 21% increase in script customers receiving proactive medicines counsel (to 51%)
  • A 51% improvement in script processing efficiency (to 3m 17s)
  • A 74% increase in the forward orientation of Pharmacists (to 62%)
  • A 25% increase in non-script health category products purchased per 100 OTC customers (to 125)

In addition, while these changes were underway, we experienced

  • A 7% increase in OTC sales, and a 10% increase in gross profit
  • A 7% increase in the number of OTC items sold
  • A 2.5% increase in total retail sales

But these promising results are just the beginning; as implementation of structural, strategic and staff solutions continues, the resultant behavioural change will help secure our pharmacy as a true health destination, and the financial benefits will continue to grow.