HappyOrNot Partners with National Pharmacy Association to Bring Real-Time Feedback to UK Pharmacies

New partnership offers vital support to overstretched teams and helps pharmacies adapt to a fast-changing healthcare and retail environment  

World-leading customer feedback company, HappyOrNot (www.happy-or-not.com) and the National Pharmacy Association (www.npa.co.uk), the representative voice of independent community pharmacies across the UK have partnered to give members access to real-time customer insight tools, designed to support patient care, relieve operational pressure, and help build new streams of revenue. 

In an industry-first, HappyOrNot has developed customised solution bundles, specifically for NPA members, designed to meet the unique needs of community pharmacies and simplify the selection process. The partnership will also offer NPA members bespoke features, including survey solutions to help individual members track their performance against the industry as a whole and better understand their customer feedback, real-time alerts and dashboards for employees and management, and both physical and digital tools for remote services. 

 With the sector under enormous staffing pressure – both in recruiting new team members and maintaining morale among existing ones – the partnership aims not only to make daily operations more manageable, but to help pharmacies improve operational efficiency by analysing micro feedback in real time. By collecting data points from individual zones such as consulting rooms, vaccination services, dispensing counters, general sales and more, pharmacies will be able to pinpoint areas that can drive revenue and the areas which need improvement. Additionally, Members will have full access to HappyOrNot’s customer academy and support pages, which offer extensive information and training on feedback management.    

Nick Sullivan, Commercial Manager at the NPA comments: “As our members continue to navigate the financial pressures inherent in running a pharmacy, such as rising operational costs and the challenge of patient retention, it is essential that they can swiftly understand and respond to their customers’ evolving needs. We are therefore pleased to announce our partnership with HappyOrNot, which will allow members to capture and analyse customer feedback at a more detailed level. With approximately 90% of a typical pharmacy’s income still reliant on NHS dispensing and services, gaining deeper insight into patient experiences is critical. By acting on this feedback, pharmacies can begin to shape new revenue streams and strengthen their long-term sustainability.” 

Chris Walker, Partner Sales Manager (EMEA) at HappyOrNot comments: “Independent pharmacies have a unique place on the British high street, having to operate as commercial businesses whilst also providing critical healthcare services which provide a literal lifeline to so many patients. At HappyOrNot we are proud to have been given this opportunity to deploy our solution in an innovative new format that will allow NPA members to continue offering their core services, whilst also helping to lift some of the operational burdens that weigh heavily on this vital sector.”  

About the National Pharmacy Association (www.npa.co.uk) 

The National Pharmacy Association is the representative voice of independent community pharmacies across the UK and a leading provider of services to the entire sector. 

Our aim is to support independent community pharmacies to succeed professionally and commercially for the benefit of their patients. As a not-for-profit organisation we are committed to reinvesting in service provision. 

About HappyOrNot (www.happy-or-not.com)
Creator of the globally recognized four Smileys, HappyOrNot enables companies to identify and optimize experiences across all touchpoints through relevant, in-moment feedback data. With the ability to track, validate, and compare ongoing performance, companies are empowered to continuously improve experiences and drive operational success.    

Founded in 2009, today HappyOrNot has collected and reported on over 2 billion feedback responses. Headquartered in Finland, HappyOrNot also has offices in the U.S. and around the globe, and a reseller network of over 100 companies.

NPA members can search for “HappyOrNot” in the NPA portal and visit the dedicated page for more information.