Walk into a pharmacy in Lagos, Accra, Enugu, or Kumasi, and you’ll likely see something familiar: shelves neatly lined with medications, a counter with a pharmacist in a white coat, and a few customers, some asking for prescriptions, others picking up common drugs like paracetamol or antibiotics.
Business seems steady. People come in and out. You might even have loyal customers who call you “my pharmacist.”
But here’s the question:
Do you really know what they think about your pharmacy?
In Nigeria and Ghana, the pharmacy sector is growing fast. Increased health awareness, population growth, and the rising cost of hospital visits are driving more people to community pharmacies. But growth also means competition, and only those who understand their customers’ needs, fears, and frustrations will rise to the top.
This is where customer feedback comes in. Not as an afterthought. But as a powerful, untapped tool that can transform your pharmacy into a preferred health destination, not just another drugstore.
The Hidden Problems Pharmacies Face
Let’s be clear: most pharmacy owners aren’t doing badly. In fact, many have built strong businesses through consistency, word-of-mouth, and trust.
But just like in any business, there are blind spots.
Here’s what we’ve heard from real pharmacy customers in different parts of west Africa:
- “They gave me the right drugs, but the staff seemed impatient.”
- “The queue was too long and disorganized.”
- “I didn’t feel comfortable asking questions about my condition.”
- “They didn’t have the medication I needed — again.”
- “No one explained the dosage properly. I had to Google it.”
- “I wish they had vitamins and supplements for children.”
Now, imagine hearing this from 1 out of 50 people, but the other 49 never tell you. They just stop coming.
That’s how most pharmacies lose customers. Silently.
And that’s why you need a feedback system, not to fix what’s broken, but to unlock what’s possible.
The Power of Feedback: Real Numbers, Real Results
Let’s talk stats:
- 80% of people in developing countries like Nigeria and Ghana rely on pharmacies as their first point of care (US National Institute of Medicine).
- Yet, less than 15% of pharmacies actively collect feedback about service quality, according to a 2023 survey across urban and semi-urban towns in Nigeria.
- Pharmacies that implemented a feedback system, even something as simple as word of mouth “Hope you liked the service” — reported up to 27% improvement in customer retention.
Why?
Because customers like to be heard. Especially when it comes to their health.
If they walk into your pharmacy and feel like they’re just a transaction, not a person, they’ll look for the next one that treats them better.
What Customers Really Want from Their Pharmacy
And no, it’s not just cheap drugs, even though thats part of it.
Here’s what modern pharmacy users in Africa are quietly looking for:
- Clarity: “I want to understand what I’m taking and why.”
- Comfort: “I want to ask health questions without being judged.”
- Convenience: “I don’t want to stand in line for 30 minutes shouting, ‘It’s my turn, please’.”
- Consistency: “I want you to always stock what I need.”
- Care: “I want to be treated with kindness — especially when I’m not feeling well.”
The pharmacies that win aren’t necessarily the biggest or the cheapest. They’re the ones that listen and adjust.
Insight IQ Hub: Feedback Made Simple for Pharmacies
This is where Insight IQ Hub comes in.
Imagine this: a simple QR code printed on a pharmacy bag, pasted on your counter or at the door, or displayed at the cashier. A customer scans it with their phone, answers two or three quick questions like:
- “How would you rate our service today?”
- “Was everything you needed in stock?”
- “Would you recommend us to others?”
It takes less than 30 seconds, requires no app, and gives you real-time feedback, organized neatly in a dashboard.
Now you’re not guessing. You’re seeing patterns.
Maybe your evening staff need training. Maybe you’re always out of children’s cough syrup. Maybe people feel rushed at the counter. You’ll never know unless you ask.
A Real-World Example: How One Pharmacy Turned Things Around
Let’s take a fictional but realistic example.
HealthBridge Pharmacy, located in Ibadan, had decent foot traffic — about 70 customers daily. But they noticed that repeat visits were declining.
They signed up for Insight IQ Hub and placed QR codes on at the entrance.
Over 3 weeks, they got 180 responses. Here’s what stood out:
- 25% of people said the waiting area was too cramped and uncomfortable.
- 20% mentioned that one pharmacist was “rude” or “always in a hurry.”
- 10% said they didn’t understand how to use the medication they were given.
Does this sound realistic to you?
HealthBridge made three changes:
- They rearranged the space and added a fan and extra seats.
- They held a 1-day customer service training for all staff.
- They added printed dosage instructions to all medications.
The result? Within 6 weeks, their repeat customer count rose by 31%. Google reviews increased. People felt safer, heard, and more loyal.
All of that from a few minutes of asking smart questions.
You Can’t Improve What You Don’t Measure
In health, a proper diagnosis precedes effective treatment. The same goes for business.
If you don’t know what your patients and customers feel, how can you grow?
Feedback isn’t a luxury — it’s your diagnostic tool. And in a country like Nigeria or Ghana, where many pharmacies are popping up on every street, you can’t afford to guess anymore.
Start Simple, But Start Now
You don’t need a full tech team or fancy CRM to start gathering feedback. You need:
- A smartphone or PC
- An internet connection
- Insight IQ Hub
For just N2000/month for the pro version, you get:
- Unlimited QR codes
- AI-powered sentiment analysis
- Real-time visual dashboard
- Exportable reports
- Multi-branch support (for chains)
And more importantly, you get control.
Alternatively, you can start for free, no credit card required, especially if you get less than 300 customers a month.
Final Words: In Healthcare, Trust is Everything
Your pharmacy isn’t just a shop. It’s a place people go when they’re vulnerable, sick, or worried.
If you show them that you care enough to ask — and care even more to improve, you’ll gain more than customers.
You’ll earn trust. And in healthcare, that’s the most valuable currency there is.
Let your pharmacy be known for listening.
Let Insight IQ Hub help you hear.
Ready to make your pharmacy smarter, more trusted, and customer-first? Start today with Insight IQ Hub for free and watch your business grow — one conversation at a time.
