The Next Level’s first audit identified several key findings, such as:
- 43% of script customers stayed in store
- 22% of script customers received proactive medicines counsel
- Each script item took 3m 49s to process
- OTC customers were engaged by dispensary staff for 42s
- OTC customers received 11s of proactive health & medicines counsel
- Each 100 script customers purchased 21.7 non-script health category products
- Pharmacists spent 51% of time forward of the script processing function of the dispensary
- $15.04 was spent on non-script health category sales per script customer transaction
NB all values are averages
Priceline Glenorchy and The Next Level implemented the opportunities identified in the baseline scores via The Next Level implementation principles:
- 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
The Next Level re-audited Priceline Glenorchy 12 months later, and saw:
- A 9% improvement in customers staying in the store (to 47%)
- A 84% improvement in the proportion of script customers receiving proactive medicines counsel (to 40%)
- A 31% improvement in script processing efficiency (to 2m 38s)
- A 183% improvement in OTC customer engagement duration (to 1m 59s)
- A 421% improvement in proactive health & medicines counsel duration per OTC customer (to 56s)
- A 134% improvement in non-script health category products purchased per script customer (to 50.9)
- A 28% improvement in Pharmacist forward orientation (to 65%)
- A 54% improvement in non-script health category sales per script customer transaction (to $23.23)
Priceline Glenorchy’s introduction of the total engagement – complete solution model has delivered significant and ongoing improvements in both behavioral indicators and financial outcomes.