Welcome to Chemist Discount Centre Member Portal!
NPS
How We’ll Measure Customer Satisfaction
We’ll be utilising a global standard metric called the Net Promoter Score (or NPS) that measures satisfaction through a simple 0-10 scale.
Why It Matters
With NPS, you can:
✔ Track and improve customer satisfaction and advocacy
✔ Use real-time feedback to train and develop your team
✔ Identify areas to enhance service and strengthen customer relationships
How It Works
Who receives the survey? - Loyalty customers who spend over $9.99 will receive an email inviting them to provide feedback.
How often? - Each customer can receive a maximum of three surveys per year, with at least three months between surveys.
What’s included? - Customers will rate their experience (0-10) in four key areas:
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How likely they are to recommend your pharmacy
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Customer service quality
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Breadth of product and services range
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Product availability
Call-back requests
Customers can request a follow-up—your store will receive an email to take action.
Tracking your results
Access your NPS report in Reportal to track scores, celebrate top performers, and identify training opportunities.
Get Ready – New Customer Survey Coming!
Introducing the IPA Service Champions Club!
To recognize excellence in customer service, we’re launching the Service Champions Club—highlighting the top 12 stores based on NPS results.
Quarterly Winners (April – June selection period) will receive:
✔ A trophy for in-store display
✔ Recognition at IPA conferences for top-performing stores
✔ Exclusive pre-conference dinner with Steve (1 rep per store)
✔ Spotlight in member comms, including featured profiles & panel invitations
This is your chance to showcase your store’s commitment and be an IPA top store!
Who Will Receive the NPS Survey?
Stores with loyalty programs. Interested in joining? Speak to your PBA today.
Opt-Out Deadline
If you do not wish to participate, submit your details by Sunday, Mar 16 HERE
When is this Launching?
The new surveys will go live on Friday, March 21