November 27, 2023
Centered on a seniors-oriented program, a national pharmacy chain attends to the needs of over 170,000 customers monthly, recognizing the significance of fostering positive branding and financial prosperity through repeat business. To assess service quality, the retailer implemented an outbound-driven automated phone survey (IVR) program, targeting customers seeking assistance with prescription orders. The IVR interview, serving a dual purpose of gathering agent interaction feedback and evaluating the overall customer experience, generates valuable insights. Leveraging the Qualtrics Insight Platform for analysis alongside CRM data, the pharmacy chain gains a comprehensive view of customer experience, enabling informed decision-making and continuous improvement of the customer journey.