Case Study: CVS Pharmacy achieves better store remodel execution and employee engagement with Qualtrics

CVS Pharmacy - Customer Case Study

CVS, a 100+ billion‑dollar retail pharmacy founded in 1963, aims to reinvent pharmacy by playing a more active role in each person’s health. To maintain consistent, high‑quality store experiences across its large footprint, CVS needed a way to evaluate employees, measure engagement, and monitor the execution and impact of store remodels and other improvement efforts.

CVS uses Qualtrics to run employee evaluations and monthly surveys to every store that’s undergone a remodel, collecting store manager feedback on project execution. Area managers and setup project managers review results each month, using the insights to ensure projects are thoroughly executed and to drive continuous process improvements—delivering more consistent rollouts and actionable, data‑driven improvements across the network.

CVS Pharmacy

Scott Finestone

Director of Store Set-up