December 2011 4385-15-16-17-18 Assignment ID #: ___ ___ ___ ___ ___ ___ ___ Store Address: _____________________ Surrounding

businesses/landmarks: ____

CUSTOMER EXPERIENCE EVALUATION

Please follow all of the guidelines for this shop, so your shop will be valid and you will be paid for the assignment.
Report your results as soon as possible but no later than 12 hours after your shop at http://www.marketforceshopper.com. Send receipts immediately; we prefer that you scan or fax.

CALL THE PHARMACY Call the phone number provided on your CPI Monday-Friday 9:30am-8:30pm and Weekends 10am-4pm. Follow the prompts to speak to someone in the pharmacy. Pharmacy hours will vary. You need to speak to a person in the pharmacy. Keep trying until you reach someone. When you speak to a pharmacy team member, ASK a question that is related to the pharmacy. Examples: Ask a question about a prescription drug, if you have any refills on a prescription, or if they give flu shots and how much they cost. Ask the pharmacy team member for his/her name if it was not offered. Example: Thanks for your help! What is your name? CHOOSE THE PHARMACY SCENARIO YOU WANT TO DO AT THE STORE For this shop you may have a prescription filled OR go to the pharmacy counter and ask a question about an over-the-counter medication. Get a Prescription Filled OR Ask an Over-the-Counter Question You may refill a prescription you already have on file, transfer a prescription to this pharmacy from another, or get a new prescription filled. DROP OFF We prefer that you go to the store to drop off your prescription, but refills can be called in instead. *** If you call in your prescription refill, do not report your drop off experience. Only report the pick up. If you go to the store to drop off your prescription, you may use the Drive-Thru if they have one or go inside. If you have dropped off your prescription, we prefer that you wait at the store to pick it up or return within the time they said it would be ready, but this is not required. PICK UP Try to arrive to pick up your prescription when they said it would be readyto see if its ready on time. Dont be early! You need to make a purchase at the store, even if its not something purchased from the pharmacy.

If not getting a prescription filled, go to the Pharmacy counter and ask one of these suggested questions or a question of your own regarding an over-the-counter medication that requires professional judgment (NOT just if a product is carried or where a product is located). Suggested questions are: Ask the team member if you can take a garlic supplement for your arteries.

Ask if you can use a Melatonin supplement for sleep. Ask the team member if you can take Sudafed for congestion. Ask which aspirin or pain reliever is best for back pain. Dont ASK to speak to a pharmacist. Ask your question to the team member who offers you assistance at the counter. Be prepared to answer questions about your issue and what other medications you are taking, etc. NEW! If not offered to be shown where the product is, ASK where it is or for the location of another over-thecounter or health item the store carries (e.g., Vitamin C, Band-Aids, ear wax removal products, etc.). You need to make a purchase at the store, even if its not something purchased from the pharmacy.

AT THE STORE Bring a timing device (watch, cell phone) that you can use discreetly to time your wait to be assisted in minutes and seconds. Go to the Pharmacy counter. Drop Off: Wait to see if the Pharmacy team member asks when you want to pick it up. If asked, dont say when you want to pick it up, just ask the team member how soon it will be ready. If he/she doesnt ask when you want to pick it up, ASK how long it will be. Pick Up: See if your prescription is ready when promised. (You dont have to arrive exactly when it is supposed to be ready, but dont arrive earlier than what you were told.) Evaluate the pharmacy team members for respecting your privacy and that of other customers by speaking quietly, etc. OR Over the Counter: Ask your question and see if a pharmacist or intern (white coat) is called over to help answer your question (if youre not already being helped by a pharmacist or intern). Allow the team member to take you to the product and talk about it NEW! If the team member doesn't offer to show you where the product is, ASK where it is or for the location of another over-the-counter product that the store carries (e.g., Vitamin C, Band-Aids, ear wax removal products, etc.). Example: "Where are the Band-Aids?" See if the team member offers to show you where it is. Look for name tags on all Pharmacy team members you interact with and note names (if possible) and brief descriptions. Evaluate the Pharmacy area for cleanliness and if comment cards are available on the Pharmacy pick-up counter. Make a purchase at the pharmacy and/or from regular checkout. Report your total amount spent at the store during your visit. Get a receipt and submit a copy with your report. Page 1 of 4 PHARMACY PHONE Call Date: ____ / ____ / ____ Time of Call: ____ : ____ AM/PM Call Day: _________________________

1.

How long did it take for a team member to answer the phone from the time you selected the option to speak to someone in the pharmacy? ___ Minute(s)___ Second(s) FLAG: If longer than one minute, please explain what happened: __________________________________ Once you reached a team member, did the team member use the phrase Thank you for calling and offer his/her name and position? If No to Q2, mark all that apply: a. Did not say Thank you for calling b. Did not offer his/her name c. Did not offer his/her position/title Did the team member greet you in a friendly way? Tone should be pleasant and helpful. Did the team member answer your question or offer to get the answer? FLAG: If No to Q4, what was the team members response? Explain: ______________________________ ***Examples: "Call with questions," "Thanks for calling," "Let us know if you need anything else." Did the team member show appreciation for your business at the end of the call by thanking you or inviting you to call back in the future? Yes/No

2.

3. 4.

Yes/No Yes/No

5.

Yes/No

6.

*** Answer Yes if the team member exceeded your expectations or did something above and beyond the norm. Did the team member in any way go the extra mile for you? Yes/No If Yes to Q6, explain: ______________________________________________________________________ ______________________________________________________________________________________ *** Ask for his/her name if its not offered! Name of the pharmacy team member you spoke to: _____________________________________________ *** If you had a prescription filled, give the date/day and times of your visit to the pharmacy department to pick up your prescription. *** If you did an over the counter scenario, give the date/day and times of that visit to the pharmacy department. Shop Date: ____ / ____ / ____ Shop Day: _________________________ Time In: ____ : ____ AM/PM Time Out: ____ : ____ AM/PM Amount Spent: $_________

STORE VISIT

1.

Pharmacy Appearance Was the pharmacy counter clean and free of clutter? If No to Q1, mark all that apply: a. Drop-off counter dirty/dusty b. Pick-up counter dirty/dusty c. Drop-off counter cluttered d. Pick-up counter cluttered Was the pharmacy waiting area clean and free of debris? If No to Q2, mark all that apply: a. Chair(s) dirty/dusty b. Table(s) dirty/dusty c. Floor dirty or littered d. Litter on chairs or tables e. Waiting area was cluttered or messy (e.g., messy reading materials, too many displays, disorganized) Were comment cards available at the pharmacy pick-up counter? *** Look for comment cards at the counter! They might be in a display like the ones pictured here.

Yes/No

2.

Yes/No

3.

Yes/No

4.

Were the pharmacy team members you interacted with wearing name tags? FLAG: If No to Q4, who was not wearing a name tag? Explain: ____________________________________

Yes/No

*** Do not mark off for trainers, who should wear name tags and a black polo shirt or business suit. Pharmacists and interns wear white coats/smocks. Pharmacy techs wear blue coats/smocks. 5. Did all pharmacy team members present a professional appearance? If No to Q5, mark all that apply: a. One or more not wearing smocks (blue or b. One or more wearing a dirty smock white) c. One or more wearing a smock that was not d. One or more eating in view of customers zipped up e. One or more chewing gum Page 2 of 4 DROP OFF 1. Did you drop off a prescription to be filled? If Yes to Q1, where did you drop off your prescription? Mark one only: a. Walk-In/Inside the store b. Drive-Thru

Yes/No

Yes/No

*** If you did not go to the store to drop off a prescription, SKIP this section. Drop Off Date: ____ / ____ / ____ 2. 3. 4. Drop Off Day: _________________________ N/A Yes/No/NA Yes/No/NA How long did you wait to be assisted by a team member from the time you joined the line? ___ Minute(s)___ Second(s) If not assisted within 30 seconds, were customers ahead of you in line? If No to Q3, were you greeted or acknowledged by a team member while you waited for assistance? (N/A for Drive-Thru.) FLAG: If Q2 is longer than 3 minutes, what was the reason for the delay? Explain: _____________________ 5. Did the team member who assisted you greet you in a friendly way? If No to Q5, mark all that apply: a. Did not give a greeting b. Did not smile c. Did not make eye contact/look at me d. Did not sound friendly Did the team member ask for your phone number in case they needed to reach you, or ask if they could page you if you were going to wait inside the store? Did the team member ask if you had insurance/any changes in insurance or any preferred billing? Did the team member ask when you wanted to pick up your prescription? When asked how soon your prescription could be ready, what was the team members response? ___ Minute(s) FLAG: If Q9 is less than 10 minutes or longer than 60 minutes, please explain: ________________________ Did the team member thank you or show appreciation for your business? *** Answer Yes if the team member exceeded your expectations or did something above and beyond the norm. Did the team member in any way go the extra mile for you? If Yes to Q11, explain: _____________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ Name of the pharmacy team member who assisted you at drop off: ________________________________ or - No ID Seen / ID Covered / ID Illegible / Could not read from angle Description: Male / Female Age: __________ Hair Color: ___________ Hair Length: _____________ PICK UP 1. 2. 3. 4. Did you pick up a prescription? *** If you did not pick up a prescription, SKIP this section. How long did you wait to be assisted by a team member from the time you joined the line? ___ Minute(s)___ Second(s) If not assisted within 30 seconds, were customers ahead of you in line? If No to Q3, were you greeted or acknowledged by a team member while you waited for assistance? FLAG: If Q2 is longer than 3 minutes, what was the reason for the delay? Explain: _____________________ 5. Did the team member who assisted you greet you in a friendly way? If No to Q5, mark all that apply: a. Did not give a greeting b. Did not smile c. Did not make eye contact/look at me d. Did not sound friendly Was your prescription ready when promised? If No to Q6, why not? Mark all that apply: a. Medication out of stock c. Insurance issue e. Pharmacy was running behind Yes/No/NA N/A Yes/No/NA Yes/No/NA Yes/No Yes/No/NA

6. 7. 8. 9.

Yes/No/NA Yes/No/NA Yes/No/NA N/A

10.

Yes/No/NA

11.

Yes/No/NA

6.

Yes/No/NA b. No refills or the prescription was expired d. Order was misplaced Yes/No/NA Yes/No/NA Yes/No/NA

7. 8. 9.

If No to Q6, were you notified of the delay before you arrived to pick it up? Did the team member verify the number of prescriptions you needed to pick up? Page 3 of 4 Did the team member ask if you would like the pharmacist to review your medication with you or if you had any questions for the pharmacist? *** Invite you to return may be something like, "Let us know how you are feeling," "Call back or stop in if questions arise," or "See you next time."

10.

Did the team member thank you AND invite you to return? If No to Q10, mark all that apply: a. Did not thank me b. Did not invite me to return

Yes/No/NA

11.

*** Answer Yes if the team member exceeded your expectations or did something above and beyond the norm. Did the team member in any way go the extra mile for you? Yes/No/NA If Yes to Q11, explain: _____________________________________________________________________ ______________________________________________________________________________________ Name of the pharmacy team member who assisted you at pick up: _________________________________ or - No ID Seen / ID Covered / ID Illegible / Could not read from angle Description: Male / Female Age: __________ Hair Color: ___________ Hair Length: _____________

12.

Did all pharmacy team members show respect for your privacy and the privacy of other customers by speaking quietly, asking customers to wait at the wait here sign, etc.? FLAG: If No to Q12, explain: ________________________________________________________________ Did you ask an over the counter question at the Pharmacy? *** If you did not pick up a prescription, you should ask an over the counter question. How long did you wait to be assisted by a team member from the time you joined the line? ___ Minute(s)___ Second(s) If not assisted within 30 seconds, were customers ahead of you in line? If No to Q3, were you greeted or acknowledged by a team member while you waited for assistance? FLAG: If Q2 is longer than 3 minutes, what was the reason for the delay? Explain: _____________________ Did the team member who assisted you greet you in a friendly way? If No to Q5, mark all that apply: a. Did not give a greeting b. Did not smile c. Did not make eye contact/look at me d. Did not sound friendly *** If you are already being helped by a pharmacist or intern, answer YES! Otherwise, allow the pharmacy tech to get a pharmacist or intern to come over and help answer your question. When asked for a medication recommendation, did a pharmacist or intern (white coat) personally come over to help answer your question? If No to Q6, mark all that apply: a. Pharmacy tech answered my question b. Pharmacy tech asked the pharmacist or intern, but the pharmacist/intern did not come over c. Did not know and told me to call or come back later for the answer d. Did not know and did not offer additional assistance Did the team member or pharmacist ask any questions to better understand your needs? *** Answer Yes if the team member or pharmacist offered to show you the location of a product either voluntarily or after you asked where an item was located. Did the team member or pharmacist offer to show/take you to the product or get someone who could? FLAG: If No to Q8, how did the team member or pharmacist respond to your question? Explain: _______________________________________________________________________________________ *** Invite you to return may be something like, "See you next time!" "Call with questions," or "Let us know how it works." Did the team member or pharmacist thank you and invite you to return? If No to Q9, mark all that apply: a. Did not thank me b. Did not invite me to return

Yes/No/NA

OVER THE COUNTER 1. 2. 3. 4. 5. Yes/No N/A Yes/No/NA Yes/No/NA Yes/No/NA

6.

Yes/No/NA

7.

Yes/No/NA

8.

Yes/No/NA

9.

Yes/No/NA

10.

*** Answer Yes if the team member exceeded your expectations or did something above and beyond the norm. Did the team member in any way go the extra mile for you? Yes/No/NA If Yes to Q11, explain: _____________________________________________________________________ ______________________________________________________________________________________ *** If assisted by a pharmacy tech AND a pharmacist or intern, provide the name and description of the person who assisted you the most. Name of the pharmacy team member who assisted you: _________________________________________ or - No ID Seen / ID Covered / ID Illegible / Could not read from angle Description: Male / Female Age: __________ Hair Color: ___________ Hair Length: _____________ Dont forget to make a purchase and get a receipt! THANK YOU!

Proprietary & Confidential. Not to be copied, disseminated or used for any purpose without the express written consent of Market Force Information. 2011 Market Force Information, Inc. All rights reserved. 12/08/11

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