STATE OF REPUTATION

OVERVIEW OF REVIEWS IN THE PHARMACY SECTOR

The largest online review study in the pharmaceutical sector in Brazil

BRANDS ANALYZED IN THE REPORT

23/24

Period

38

Brands evaluated

4.375

Stores

67.689

Reviews analyzed

27%

Sampling

Key findings of the report

Find out if your company is among the best in its segment, based on the most relevant indicators for your business's success, based on online reviews.

Segment note

Compare your restaurant's average rating to that of the industry's leading brands. Only 50% of the brands analyzed scored above this average. Is your business achieving this excellence, or is there room for improvement?

Average reviews by location

Find out how your company's review volume compares to leading brands in Brazil. Only 10 of the 38 brands analyzed exceeded this average. Is your establishment receiving the ideal number of reviews to build a solid reputation?

Response rate

Evaluate the effectiveness of your customer communication by comparing your response rate with that of leading brands. Only 11 brands achieved a response rate above 80%, a crucial factor for consumer satisfaction and trust. Is your company taking advantage of this opportunity to strengthen customer relationships?

Textual analysis with AI

Identify which aspects of your service are standing out—positively or negatively. Customer service, parking, products, and delivery are the most talked-about topics. Compare your areas of excellence and those that need improvement with the largest chains in the country. Where can your company improve to achieve a level of excellence?

Review sentiment

Discover your customers' prevailing sentiment and compare it to the market. With 75% of reviews being positive, the study reveals opportunities to improve the customer experience. Is your company above or below this average?

About the report

The State of Reputation: Overview of Reviews in the Pharmacy Sector is a first-of-its-kind survey in Brazil, conducted by Harmo. We collected and analyzed more than 65,000 reviews published from January 2023 to September 2024, from more than 4,000 locations across 38 chains, listed on Google Business Profile.

The report offers a detailed overview of these establishments' online reputation, based on customer feedback. Our goal is to provide the industry's first benchmarking, allowing companies to compare their performance, identify opportunities for improvement, and strengthen their business strategies.

This report is an essential tool for managers, entrepreneurs, and industry professionals, helping to transform businesses and promote increasingly appropriate and personalized customer experiences.