Meeting the Needs of Our Customers

We want our customers to have a great experience every time they shop in our stores. Every store is measured on three core performance metrics that are essential to meet – or exceed – our customers’ expectations. We refer to these as our “Triple S” factors:

• Stock – having the right products at the right place at the right time
• Shop – ensuring the store is easy to navigate as well as clean, neat and well-maintained
• Service – providing efficient service from colleagues who are professional, helpful and friendly

Our best-performing stores exceed Triple S target scores and their Pharmacists and colleagues are highly engaged in their work. They go the extra mile to provide exceptional service and build strong relationships with their customers.

Measuring Customer Satisfaction

We continuously look for ways to improve our customers’ experience in our retail stores and pharmacies. To measure customer satisfaction further and gain a better understanding of the customer experience, we:

• Use a third-party market research firm to conduct a continuous tracking study to measure our performance on many factors, including the service dimensions of Triple S (Stock, Shop and Service).
• Solicit opinions and feedback, on a variety of topics, from the 60,000 customers who comprise our CVS Advisory Panel.
• Maintain a customer relations program through which customers can contact us via a number of channels. We respond to these contacts in a timely manner, and we monitor and track customer compliments and complaints so we can continue to improve our overall service. Each contact is provided to the appropriate departments so we can keep the customer at the center of our operations throughout the organization.