CVS STORE EXPERIENCE ANALYSIS
CUSTOMER RECORDS: ~340,000 | DATES: 1/2021 TO 11/2023
DATA SOURCES: GOOGLE MAPS
OVERALL BEST & WORST PERFORMING KPIs
CONCEPTS BASED ON INSIGHTS
IMPLICATIONS SUMMARY
Overall Weaknesses
Communication Issues: There are widespread complaints about ineffective communication, especially in handling phone calls and responses to customer inquiries.
Drive-Thru Efficiency: Slow drive-thru service is a common grievance, highlighting inefficiencies in a service area that many customers prefer for its convenience.
Automated Phone Systems: Many customers report frustration with the automated phone systems, indicating a need for improvement to enhance user experience.
Content Direction 1
"New Day, New CVS" - Highlighting Enhanced Staffing Solutions
Objective: To reassure customers that CVS has addressed staffing issues, ensuring prompt and reliable service.
Elements:
Visuals: Images and videos showcasing well-staffed pharmacies with employees engaging positively with customers.
Tagline: "Ready to Serve, Ready to Care – Experience the New CVS!"
Message: Emphasize how increased staffing levels lead to quicker service times and personalized care, showcasing testimonials from satisfied customers.
Content Direction 2
"Every Call Counts" - Improved Communication Systems
Objective: To inform customers about upgraded communication systems that prevent previous frustrations like unattended calls or poor information.
Elements:
Visuals: Demonstrations of the new efficient phone systems and how they improve customer interaction.
Tagline: "Connecting Your Calls, Caring for Your Health."
Message: Focus on the reliability of the new systems, reduced wait times on calls, and the ease of getting through to a helpful staff member.
SWOT Analysis
Demographic Analysis
CVS GENZ
CVS millennial
Strengths, CVS Store Exp Millennial New
No Significant Result
CVS GenX
CVS Boomers
Walgreens GENZ
walgreens millennial
Strengths, Walgreens Millennial New
No Significant Result
walgreens genx
walgreens boomers
Weaknesses, Walgreens Boomers New