KPMG's annual Customer Experience Excellence (CEE) report is a prestigious measure that helps businesses identify and apply optimal solutions to deliver outstanding customer experiences.

Selection criteria are calculated based on the average score of 6 important criteria including: Integrity (transparency, honesty and ethics in business); Solution (ability to solve problems and support customers effectively); Expectation (capturing and meeting customer expectations); Time and Effort (optimizing processes, minimizing time and effort for customers); Personalization (personalizing products, services and interactions); Empathy (understanding and sharing emotions with customers).

Each criterion is weighted based on its impact on two key business outcomes: customer advocacy and loyalty.

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Pharmacity always strives to bring the best experiences to customers. Photo: Pharmacity

This report is based on the results of a customer survey conducted in the second quarter of 2024, evaluating 95 domestic and international brands in 8 industries, including: Financial services, retail (non-food), retail (food), tourism and hotels, restaurants and fast food, entertainment services, logistics and telecommunications. The survey sample was selected to represent customers nationwide, ensuring representativeness in terms of age, gender and geographic region.

To participate in the survey and provide feedback on a particular brand, respondents must have had an actual experience with the brand in the last 6 months. These experiences include: Making a purchase, using products and services, contacting the brand for clarification, making a claim, visiting the brand’s website or visiting a store.

Mr. Deepanshu Madan - CEO of Pharmacity shared: “Since its establishment, Pharmacity has always been steadfast in its mission of protecting the health and well-being of every Vietnamese family. Our commitment does not stop at providing high-quality services but also builds trust through effective healthcare products, reasonable prices, along with medical consulting services for all people nationwide. In the context of everything changing rapidly like today, we are always aware of the need to constantly innovate to serve customers better and better. We deploy digital platforms, apply advanced medical solutions, and develop diverse products to bring a seamless shopping experience to customers at our stores.”

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Pharmacity is the only pharmaceutical retailer to achieve this title. Photo: Pharmacity

According to the company representative, Pharmacity's recognition in the Top 10 brands with excellent customer experience in 2024 is a testament to the company's continuous efforts in providing the best experience for customers. Pharmacity is committed to continuing to invest in people, processes and technology to strengthen its leading position in the pharmaceutical retail sector, while giving customers peace of mind and trust when choosing Pharmacity.

With over 13 years of development, Pharmacity is the leading retail pharmacy chain in Vietnam with more than 1,000 stores nationwide. Pharmacity provides a wide range of healthcare products, pharmaceuticals, functional foods and other convenient products, along with dedicated consulting services from a team of experienced pharmacists. Pharmacity aims to become the number 1 pharmacy chain in Vietnam, providing comprehensive and reliable healthcare solutions to the community.

Bich Dao