Jean Coutu Tops in Customer Satisfaction Among Drug Stores

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Jean Coutu Tops in Customer Satisfaction Among Drug Stores

Quebec chains dominate

In a random sampling of public opinion taken by the Forum Poll™ among 1102 adult Canadians, Pharmacie Jean Coutu was seen to have the highest customer satisfaction in Canada, with virtually all patrons satisfied (92%), and as many as two thirds “very satisfied” (66%). This rating gives it an average score of 3.5 out of 4.0 for customer satisfaction. One quarter of Canadians have visited a Jean Coutu (24%), but this is much higher, of course, in Quebec, where the chain is located (79%).

Also in this cadre of excellence are Pharmaprix (another Quebec chain) with an overall satisfaction rating that is almost universal (96%) and 6-in-10 who are “very satisfied” (61%) for score of 3.5 out of 4.0. About one tenth have visited this store (13%) and Uniprix (11%), the third leader among drug stores (95% total satisfaction, 61% “very satisfied”, 3.5 out of 4.0).

Just out of the top three is the nation’s largest chain, Shopper’s Drug Mart (90% overall, 59% “very satisfied”, average score, 3.4 out of 4.0, close to 6-in-10 visited (59%)

Following these leaders, in order, are Familiprix, The DRUGStore, Costco’s pharmacy, Lawton’s, a maritime Canada chain, IDA, London Drug, a western Canada chain, Rexall, Pharmasave, Brunet, Guardian Drug, Walmart’s in-store pharmacy, Pharma Choice and, last, Proxim, which is the ony retailer to score less than 3.0 out of 4.0.

“It is interesting that the leading chains are all Quebec-based, but we have also found a combination of regional pride and a different attitude to service often conspire to raise ratings for Quebec retailers above those from other provinces” said Forum Research President, Dr. Lorne Bozinoff.

Lorne Bozinoff, Ph.D. is the president and founder of Forum Research. He can be reached at or at (416) 960-9603.