Case Study: Dr.Max Pharmacists increase revenue and customer satisfaction with Staffino

How to Use a CX Programme to Increase Revenue at Pharmacies

Staffino worked with Dr.Max Pharmacists, a large pharmacy chain, to improve customer experience and turn better service into revenue growth. Before 2018, the company relied mainly on mystery shopping, but the data was inconsistent, low in volume, and hard to interpret, making it difficult to understand what drove customer satisfaction and spending.

Using Staffino’s Mastery Shopping®, Standard Feedback, CSAT, and NPS tools, Dr.Max Pharmacists collected more quantitative feedback from real customers through email and SMS surveys tied to loyalty-card purchases. Staffino’s programme helped identify that pharmacist attitude and proactive cross-sell had a strong impact: offering an additional product increased average purchase value by more than 15%, proactive service lifted overall satisfaction by 20%, NPS rose from 69 to 81 between 2018 and 2021, and the changes translated into hundreds of thousands of euros in monthly incremental revenue and millions in annual revenue.

Dr.Max Pharmacists

Ján Žák

Chief Executive Officer