What We Heard: 2019 Customer Satisfaction Survey
From October 25 – November 22, 2019, the College hosted its second-annual Customer Satisfaction Survey to collect feedback on our performance from our external stakeholders.
As a fundamental component of BC’s health system, the College of Pharmacists of BC is committed to serving and protecting the public. A big part of how we do this is by providing good customer service through the delivery of high quality services and assistance.
The Customer Satisfaction Survey supports the College’s 2017/18 – 2019/20 Strategic Plan, which places particular focus on the theme of Organizational Excellence. In order to continue to meet the ongoing needs of registrants, pharmacy owners, directors, staff, the public and other stakeholders, the College must ensure the efficacy and efficiency of its foundational business processes, technological supports, and the organization of its governance and staffing.
The survey was completed by a total of 741 respondents, attracting significant public participation with over 17% of respondents identifying as members of the public.
During the survey, the College also heard from a wide range of stakeholder groups, including:
- Pharmacy Technicians
- Pharmacy Students
- Members of the Public
- Pharmacy Support Persons
- Other Health Professionals
Participants were asked a number of questions about their experiences contacting, or otherwise corresponding with the College, and how satisfied they were with the College’s level of professionalism; response time; and overall accessibility.
Results from the survey indicated an 85% approval rating among respondents.
The feedback gathered through this survey will be used to inform the College’s ongoing service objectives and ensure that we continue to deliver professional and ethical service that enables us to meet our mandate in protecting the public through the regulation of pharmacy practice in BC.
The College would like to thank all those who took the time to complete the survey and help us continue to improve and adjust our service standards to best suit the needs of patients in British Columbia.