Pharmacy – Consumer Behavior Questionnaire
Table of Contents
Pharmacy – Consumer Behavior Questionnaire........................................................................................1
Table of Contents........................................................................................................................................2
General Buying Behavior........................................................................................................................3
Location of Pharmacies...........................................................................................................................4
Online Pharmacies..................................................................................................................................4
Customer Relationship Management in Retail and Online Pharmacies................................................6
Demographics.........................................................................................................................................7
General Buying Behavior
1. How many times do you visit pharmacies?
a) Daily Basis
b) Weekly Basis
c) Monthly Basis
d) A few times in a year
2. How many retail pharmacies do you visit on an average weekly basis?
a) One
b) Two
c) Three
d) More than three
3. What influences your decision to buy medicines from a specific pharmacy?
a) Location
b) Discounts
c) Availability
d) Variety
e) Store Infrastructure and Attributes
4. Do discounts influence your decision to buy medicines from different brands?
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
5. How loyal are you to your trusted brand of medicines?
a) Very Loyal
b) Loyal
c) Neutral
d) Not Loyal
e) Brand does not matter at all
6. Lack of Professionalism is an Area of Improvement in Retail Pharmacy
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
7. Do you stock up on medicines in cases of discounts?
a) Yes, for long amount of time
b) Yes, for some time
c) Neutral
d) No, discounts have no effect on my buying behavior
Location of Pharmacies
1. Is physical space in a store a factor which leads you to different pharmacies?
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
2. Do physical attributes of a store influence your decision to buy medicines from different brands?
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
3. Do location influence your decision to buy medicines from different brands?
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
4. Is physical space in a store a factor which leads you to different pharmacies?
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Online Pharmacies
1. Do you buy medicines online?
a) Yes
b) No
2. What kind of pharmacies do you prefer?
a) Retail Pharmacies
b) Online Pharmacies
3. What will be a relief for you in case of online pharmacies? Check all boxes that apply.
a) Delivery Services
b) Comparability of prices through various websites
c) Easy search options for browsing
d) Availability of different brands
4. What is the major concern in case of online pharmacies? Check all boxes that apply.
a) Opposite of traditional buying methods
b) Privacy concerns
c) Technological issues
d) Late deliveries
5. How does Privacy as a factor affect your decision to purchase or not purchase medicine online?
a) Extremely Important
b) Important
c) Neutral
d) Not Important
e) Not a factor at all
6. How likely are you to buy medicines online if customer information privacy was not a concern?
a) Very Likely
b) Likely
c) Neutral
d) Unlikely
e) Very unlikely
7. In what cases do you refer to online pharmacies in exchange of retail pharmacies?
a) Emergencies
b) Inability to reach store
c) Other
8. How important is user-friendliness of a website a factor important in cases of shopping at an
online pharmacy?
a) Extremely Important
b) Important
c) Neutral
d) Not Important
e) Not a factor at all
9. Do you see ads for online pharmacies on social media platforms?
a) Yes
b) No
10. Do ads on different social media platforms influence your decision to buy medicines online? Are
ads useful?
a) Yes
b) No
c) Maybe
11. Is Online Pharmacy a useful tool to Purchase Monthly Medicine in Advance
a) Yes
b) No
c) Maybe
d) Uncertain
Customer Relationship Management in Retail and Online Pharmacies
1. How important is customer relationship management in medicine buying experience?
a) Extremely Important
b) Important
c) Neutral
d) Not Important
e) Not a factor at all
2. Have you switched buying from different retail pharmacy stores based upon customer services?
a) Yes
b) No
3. What part of customer service is the most important to you?
a) Guidance in buying
b) Communication Skills
c) Feedback Services
d) Other
4. Is customer service on call for online pharmacies a satisfying form of customer relationship
management?
a) Yes
b) No
c) Maybe
d) Uncertain
5. Do you expect changes in services after you give a bad feedback?
a) Yes
b) No
c) Maybe
d) Uncertain
6. How loyal are you to your current preferred store?
a) Extremely Loyal
b) Loyal
c) Neutral
d) Disloyal
e) Extremely Disloyal
Demographics
1. What is your gender?
a) Male
b) Female
c) Other
d) Prefer not to say
2. What age bracket do you fit in?
a) 15-30 years
b) 15-30 years
c) 31-40 years
d) 41-50 years
e) 51-60 years
f) 61-70 years and above
3. What is your marital status?
a) Married
b) Unmarried
4. What is your educational qualification?
a) Matric/O Levels
b) Inter/A Levels
c) Graduate
d) Post Graduate
e) MPhil/PHD
5. What is your occupation?
a) Student
b) Self Employed
c) Professionals
d) Salaried Class
e) House wife’s
6. What is your monthly income?
a) Less than Rs. 10000
b) Rs. 10000-20000
c) Rs. 20000-30000
d) Rs. 30000-50000
e) Above Rs. 50000
7. Which city do you belong to?
a) Karachi
b) Lahore
c) Islamabad
d) Other
