STATE OF REPUTATION

Overview of reviews in the pharmacy sector

The largest online review study in the Brazilian pharmaceutical sector

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, according to the most relevant indicators for your business success based on online reviews.

Segment note

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

Average reviews per location

Discover how your company's review volume compares to leading brands in Brazil. Only 10 of the 38 brands analyzed were above 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 to that of leading brands. Only 11 brands achieved a response rate above 80%, a crucial point for customer satisfaction and trust. Is your company taking advantage of this opportunity to strengthen its relationship with its customers?

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 frequently discussed topics. Compare your strengths and areas needing improvement with the largest chains in the country. Where can your company improve to reach a level of excellence?

Sentiment of reviews

Discover the predominant sentiment of your customers 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?

Regarding the report

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

The report offers a detailed view of these establishments' online reputation, based on the voice of their own customers. Our goal is to provide the first industry benchmark, 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 tailored and personalized customer experiences.