Customer Service Awards 4+ Pharmacies


“Tis is a tremendous boost for us, both as a team and as a pharmacy business. Customer care has always been the key focus in everything we do and it is thrilling to have been acknowledged by our peers as having excelled in this. I accept this Award on behalf of the entire team at Cara Pharmacy as this is truly a joint effort from everyone in ensuring our customers leave satisfied and with their needs met.” Grace McCullagh, Cara Pharmacy


of each survey as well as periodic summaries of results


Spotcheck NI Spotcheck NI was established in 2001 to provide specialist mystery shopping services to customer facing businesses.


Based in Belfast, providing consultancy and business improvement planning/support for a wide range of organisations on the island of Ireland, Spotcheck services allow a fresh perspective on current performance, identifying practical improvements and helping to realise these improvements in customer service performance.


Spotcheck NI works with a wide range of organisations to deliver the information they need to direct their business more effectively, and to review, evaluate and improve business competitiveness.


Clients come from a diverse spread of customer facing sectors such as retail, hospitality, tourism, financial services, and private health care.


Spotcheck also provides customer service improvement interventions for other customer facing organisations such as local government, Chambers


of Commerce, and trade associations. A significant part of the Spotcheck business has been established in judging standards of customer service and business practices for various business awards throughout Ireland.


The Process Spotcheck NI’s experience of a wide range of different customer facing organisations gives them unique access to current best practise standards and Spotcheck design mystery shopping report forms to measure the customer experience against these standards for each participating business.


The format of the report will consist of a number of questions designed to gather both quantitative and qualitative information so that the participants have a complete and accurate picture of the customer experience in their business.


Report formats will typically comprise sub-sections, to reflect the key moments in the customer journey and any specific 'moments of truth' to be monitored.


The sub-sections comprise a set of objective questions that can be


answered 'yes' or 'no', with a numerical score. Each question is accompanied by a marking definition to explain the requirements to be fulfilled to achieve a positive score.


Reports will also contain ‘comment’ sections so that the mystery shopper can report on the qualitative nature of the customer experience.


This approach ensures the consistency and impartiality of the information presented.


The Mystery Shoppers Spotcheck will match the customer profile to that of each participant to replicate the specific requirements of the different customers likely to use the various businesses.


This is to ensure that the business is visited by a shopper who will not be easily identified, and also that the same shopper is not used for all visits.


Their unique pool of mystery shoppers is kept current and complete at all times representing a cross section of age, sex and background.


All mystery shoppers employed by Spotcheck must have a retail,


customer service or mystery shopping background.


Mystery shoppers are fully trained and experienced in carrying out all forms of mystery shopper assessment and will work to strict deadlines.


Their job is to assess the quality of service accurately and objectively, against the set of best practise standards and record their observations.


For each assignment the mystery shopper receives a comprehensive briefing which will include any scenarios they should use and if there are specific days and times to carry out the visits.


The Report Individual reports will be produced containing information on the shopper’s assessment of customer care, performance against criteria and overall satisfaction.


All of the individual shoppers’ reports will be checked for accuracy and quality by the Spotcheck administration team before being sent back to the client. n


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