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Pharmacy2U voted best UK company for customer experience

Pharmacy News

Pharmacy2U voted best UK company for customer experience

Online dispenser Pharmacy2U has been ranked the number one company for customer experience in a survey of over 10,000 UK consumers.

Respondents to the annual KPMG customer experience survey ranked the company top out of 100 businesses, five positions higher than its 2021 ranking. Also in the top five were First Direct, QVC UK, Lush and Lakeland.

KPMG’s report on its survey said the distance dispenser came out on top for value and experience, claiming that it is “very focused” on “removing the stress and anxiety of remembering to order prescriptions, monitoring usage and ensuring exactly the right prescription is dispensed every time”. 

Despite controversies over its claims around how much money it helps the NHS save and some reports of varying service levels, Pharmacy2U continues to be the biggest online pharmacy in terms of electronic prescriptions market share.

KPMG head of customer and operations Tim Knight said: “Businesses are operating amidst some of the most difficult trading conditions the UK has ever experienced.

“Macroeconomics, geopolitical tensions, broken supply chains and the cost of living crisis are shaping an excruciatingly tough business environment.

“Against this backdrop, today’s consumers are looking for both great value and purposeful, sustainable brands.

“The best businesses are those that have the strength of leadership and operational enablers to deliver both value and values, in increasingly difficult circumstances.”

Linda Ellett, UK head of consumer markets and retail at KPMG, commented: “While the cost of living squeeze is ensuring that price is a critical purchasing driver for many consumers, there’s a number of other factors that constitute what consumers see as value.

“Customers are still looking for more for less, but for some people this is tempered by wanting to also see a brand or retailer demonstrate a commitment to its environmental and societal responsibilities. 

“Trust is an important driver for customers. This comes through in pricing and promotions strategies that are key in this landscape of increased scrutiny on spend, but so does authentically communicating what the business stands for and what differentiates it from others.”

Pharmacy2U has been approached for comment.

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