What online reviewers look for in a good pharmacy

Researchers analyse thousands of customer reviews

Having friendly, helpful staff is key to customer satisfaction, according to an analysis of online reviews.

What online reviewers look for in a good pharmacy

Researchers from the University of Michigan examined more than 4400 reviews of 964 US pharmacies on Yelp to establish patterns with 1-star to 5-star reviews.

Writing in the Journal of the American Pharmacists Association, they report “friendly and helpful staff” is the most common topic used in reviews. It appears most commonly in 5-star reviews, turning up in 27% of top-rated content.

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