Case Study: Major Pharmacy Company achieves actionable in-store customer insights and operational consistency across 9,000+ stores with Toluna

Major Pharmacy Company - Customer Case Study

Major Pharmacy Company, operating across 3 countries and more than 9,000 stores, needed a consumer insights partner to test research and reliably measure the in-store customer experience and whether stores were following corporate guidelines. Toluna was engaged to deliver this program using Interactive Voice response (IVR) interviews via a point of sale generated receipt invitation to capture customer feedback at scale.

Toluna collected over two million IVR interviews, developed custom reports and monthly scorecards (about 100K scorecards yearly), and tied feedback to key operational metrics from sales to inventory, while managing programming, data collection, reporting, incentives (instant win prize and monthly sweepstakes) and Help Desk support for store and field managers. The ongoing Toluna program lets the pharmacy track satisfaction trends, investigate significant score changes, surface verbal comments for manager review, and identify strengths and issues that drive actions to increase visits and revenue.