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Annual Customer Satisfaction Survey

McGuff CPS continually strives to meet our quality policy statement: “To Retain Our Uncompromising Passion For Quality Pharmaceuticals And Customer Satisfaction”. In pursuit of our quality policy, McGuff CPS has developed and implemented several systems intended to monitor, measure and report on customer satisfaction. One of the many tools we have implemented is our annual Customer Satisfaction Survey.

In this news brief, we hope to convey the significance of the Customer Satisfaction Survey and report on our efforts to meet and exceed our customer’s needs and expectation. This survey is intended to show the correlation of the various aspects of McGuff CPS customer interactions to the perceived level of customer service.

As a company dedicated to the physician office and hospital markets, we have the opportunity to listen to customer feedback from physicians, staff and patients regarding the compounded medications and services we provide. The Customer Satisfaction Survey provides participating physicians, staff and patients with the opportunity to provide their individual points of views and concerns. We value this input very much and have summarized the results of the survey for our customers to view for themselves.

In considering the nature of our customers and the busy and demanding nature of their professions, the survey was constructed to keep the length of the survey brief and efficient. The results of the survey are used to evaluate our ongoing operations and find ways to either improve or strengthen existing procedures and practices. Ultimately, we conduct these surveys to improve what we do and ensure we consistently meet our customer’s needs and exceed their expectations.

To prepare the survey, we first created a list of items compiled from pre-survey interviews with randomly selected clients and in-house staff. From the compiled list, we refined our survey questions to ensure the survey would not be unduly intrusive, cumbersome or redundant, but would also provide sufficient feedback to allow us to understand were we might need to improve.

When we began the process of developing the Customer Satisfaction Survey, we expected to discover a wide range of customer satisfaction levels. To our surprise, we discovered that the level of customer satisfaction is quite high on a consistent basis. Generally, customer satisfaction scores were well above average in every category we monitored.

Our thanks go out to each and every survey participant. Without their support, we would not be the customer-focused and quality dedicated company we are today.

Summary of McGuff CPS Customer Satisfaction Survey:

Q1: How satisfied are you with the variety of products compounded by McGuff CPS?

Response: On a scale of 1 to 5 with 5 being Very Satisfied, McGuff CPS scored a 4.8.

Q2: Regarding the compounded medications provided by McGuff CPS, how satisfied are you with the overall quality of the medications?

Response: On a scale of 1 to 5 with 5 being Very Satisfied, McGuff CPS scored a perfect 5.0.

Q3: How satisfied are you with McGuff CPS timely delivery of products?

Response: On a scale of 1 to 5 with 5 being Very Satisfied, McGuff CPS scored a 4.8.

Q4 (part 1): Have you had a need to receive technical support from our pharmacy?

Response: 40% of respondents have asked for some type of technical support.

Q4 (part 2): If Yes, how satisfied are you with the technical support provided?

Response: On a scale of 1 to 5 with 5 being Very Satisfied, McGuff CPS scored a perfect 5.0.

Q5: Have you in the past 6 months used a different compounding pharmacy based on the sole criterion of price?

Response: 10% of respondents indicated that they had used another compounding pharmacy based upon price alone.

Q6: Do you have any comments or suggestions that may help us meet your needs better in the future?

Specific comments included the following:

1) “I would like to request information on (specific disease) treatments.”

2) “Backorders on products that are not available may cause problems. Overall, I am are very happy with McGuff CPS.”

3) “McGuff CPS is the only Pharmacy we use.”

4) “We have used (other company name) based on price comparisons in the past.”

5) “Longer dating would be useful.”

Overall, the survey indicates that McGuff CPS is doing an excellent job in meeting the customer's requirements and expectations. Our job will certainly entail holding ourselves to this high level of customer satisfaction in the future.