Analysis of Customer Feedback for Pharmacy Store Closure Decision

This report evaluates customer feedback data from three pharmacies (Wickham Avenue, Topside Street, and Deerway Road) operated by British operations to determine which store should be closed due to financial constraints. The analysis focuses on customer complaints regarding issues such as accessibility, noise levels, prescription errors, and staff behavior. The report synthesizes survey findings and complaint data, highlighting the strengths and weaknesses of each pharmacy. Based on the analysis, the report recommends closing the Topside Street pharmacy due to a higher number of complaints and significant issues impacting customer satisfaction. The conclusion emphasizes the importance of this decision for maintaining the company's goodwill and financial resources.

Skills for Higher Education

Table of Contents
INTRODUCTION......................................................................................................................3
MAIN BODY.............................................................................................................................3
CONCLUSION..........................................................................................................................4

INTRODUCTION
Pharmacy is those shops which used to sell medical and chemistry items which are
used as a drug by patients who are suffering from some medical illness. the scope of
pharmacy includes traditional rural such as compounding and dispensing of medicine and it
also include more modern services related to healthcare clinic services running medicines for
safety and efficiency and providing drugs information. In this report, there will be admission
of the pharmacy which is operated by British operations in Angelia area of UK, Because of
some financial problem company have to shut its three of the stores. You will identify the
most appropriate store which has to be closed by company according to the data provided by
form which is related to feedback and general service from the customers (Bashiri and Badri,
2011).
MAIN BODY
WICKHAM AVENUE:
According to the analysis of the complaints received from the customer between September
1st 2019 to November 30th 2019, it can be said that there are more customers who complain
about the problems which are the pharmacy is a long way from the public transport option,
there is lot of noise in the pharmacy because of some other persons, customer has forced to
purchase the non-prescription drugs, customer also forced purchase extra quantity or low
quantity of prescription drug, the quantity given of prescription drug is also change the major
concern is that customer was given the wrong prescription drug. These are the major
problems which are identified within this pharmacy. Some of these can be tolerated because
they doesn't make an issue but the two of them which are pharmacies long way from the
public transport option and providing the wrong drug are the serious issues in this pharmacy
(Zhu, 2004).
After conducting the survey of the pharmacy there are some key findings which are directly
related to the decision. This survey shows that there is no other pharmacy of British
operations nearest pharmacy where customer can go after the distance function from this
pharmacy. After the server from customer it is also analysed that devil requirement pharmacy
because of British operations label but they doesn't recommend it according to the behaviour
and friendliness of the staff within organised pharmacy (Merigó, Gil-Lafuente and Gil-Aluja,
2011).

TOPSIDE STREET:
According to the analysis of this pharmacy it can be concluded that there are less number of
complaints regarding all the topics which are identified in this pharmacy. There are some
complaints which have two big consider by the operation management of organisation. These
are the customer was given to few prescriptions drug, the customer feels advised incorrectly
about the non-prescription drug, the customer was told to take too many too few prescription
drug and the customer was told to take too many/ too few non-prescription drug. These are
some problems which are identified as a major part of this pharmacy. This does not impact
more on the operation of the firm as well as pharmacy. The issues like customer was given
wrong prescription drug and other people in pharmacy was sneezing and coughing are are
zero complaint which says that pharmacy is doing well on this points. Issues like Other
people information of making a lot of noise or a doctor had given the wrong prescription and
pharmacy would change it. Also know in this pharmacy which shows that there is grid
control of management staff (Baker, 2018).
After conducting did detail survey of the pharmacy it is seen that there are number of
customers who disagree from the major points like they can feel confident that the
pharmacists understood by medication, the pharmacist explain the treatment health advice in
the way that they could understand, day was given enough privacy when the occasion was
discussed, pharmacy was cleaned and all of the non-prescription product that they need are
available. Pharmacies also losing in recommendation criteria where there is number of people
who said that they will not what requirements for pharmacy to other people and they also
believe that there is no friendly behaviour within the pharmacy.
DEERWAY ROAD:
The data from this pharmacy also analysed in a proper manner where all the complaints
related to the pharmacy by the customers are evaluated effectively. From this analysis it can
be said that there are major complaints in the areas like customer prescription was not there
when they went to collect it, the customer was told to take extra drugs our few drugs which
are mentioned in prescription and customer also forced to take extra and few drugs which are
not in prescription. this problem as major issue in the pharmacy other problems like the
pharmacies long way from the public transport or the customer sees the advice that they are
given the dangerous drugs or wrong drugs are very low which shows that the staff of the
pharmacy is working effectively with great knowledge of work. After conducting survey on

this pharmacy it is also analysed that there are more positive answers from the customers
which sea is that pharmacy is doing well and there is no need to shut this pharmacy (He,
Wang and Akula, 2017).
After conducting detailed survey and analysing the customer complaints about all
pharmacies, it is suggested to company that it have to shut operations of TOPSIDE
STREET pharmacy. This is because there are number of complaints and some serious issues
which are arrived after conducting the survey from customers. There is lack of cleanliness
and other problems which directly impact on customer satisfaction and will also lead to down
word in the position of company in the market. So it is suitable for company to shut down the
operation of this pharmacy.
CONCLUSION
It is concluded from above mentioned report that the selected pharmacy have to close
by the organisation as there are number of complaints against the staff and the operating
system which will not beneficial for the organisation in future. This can also impact
negatively on the Goodwill of the organisation as profitability ratio it has to make a clear
decision of closing the pharmacy as fast as possible for its financial resources.

REFERENCES
Books and journals
Baker, A.J., 2018. Business decision making. Routledge.
Bashiri, M. and Badri, H., 2011. A group decision making procedure for fuzzy interactive
linear assignment programming. Expert Systems with Applications, 38(5), pp.5561-
5568.
He, W., Wang, F.K. and Akula, V., 2017. Managing extracted knowledge from big social
media data for business decision making. Journal of Knowledge Management.
Merigó, J.M., Gil-Lafuente, A.M. and Gil-Aluja, J., 2011. A new aggregation method for
strategic decision making and its application in assignment theory. African Journal
of Business Management, 5(11), pp.4033-4043.
Zhu, W., 2004. Writing in business courses: An analysis of assignment types, their
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