300,000+
customer feedback responses collected
3,500+
responses gathered every month
+90%
average satisfaction score in 2025
16 locations
aligned under one consistent CX strategy
Seeing the full picture of customer satisfaction
MacQuarries Pharmasave is a trusted pharmacy retailer with 16 locations across Nova Scotia, Canada, known for its personalized service and wide range of health and wellness products. While the brand has a long-standing reputation for community care, delivering a consistently great customer experience across all locations wasn’t always easy.
With no real-time visibility into customer satisfaction trends, the team struggled to identify and act on critical issues quickly. Inconsistent service quality across branches made it difficult to maintain loyalty, and staffing decisions were often reactive, leading to challenges in managing peak hours and ensuring coverage.
Charles MacQuarrie, Owner of MacQuarries Pharmasave, knew a more data-driven, proactive approach was needed.
A simple way to gather feedback from every customer
In 2019, MacQuarries Pharmasave introduced HappyOrNot across its locations, starting with seven Smiley Touch devices, adding nine more later. These easy-to-use devices gave customers of all ages—including older adults—a simple way to leave feedback in the moment.
The intuitive design led to strong participation rates, helping the team collect more than 300,000 responses to date, with over 3,500 coming in each month.
Behind the scenes, the HappyOrNot Analytics platform transforms these responses into actionable insights. Interactive dashboards made it easy to spot trends, such as dips in satisfaction during shift changes, or sudden spikes in negative feedback.
“We found there was a dip in the scores around shift changes, so we adjusted our staffing to cover those times more effectively,” Charles explains.
Turning data into daily action
The real-time nature of the feedback enabled store and pharmacy managers to act quickly and make informed decisions. Each location receives a daily report that includes key metrics and open-text comments, helping teams respond to issues on the spot.
“Sometimes, even a small comment can spark a change,” Charles shares. “If the manager looks at the report and they get a comment like, ‘I was looking for red licorice, but you only had black,’ they make sure to stock it.”
MacQuarries additionally uses HappyOrNot’s Demographics feature which enables the team to narrow their analysis to focus on specific age groups, helping them better understand how different customer segments experience their service and tailor improvements accordingly.
Engaging employees, improving experiences
Since adopting HappyOrNot, MacQuarries Pharmasave has seen average satisfaction scores exceed 90% in 2025. More importantly, employees feel empowered by the visibility they have into how their actions influence customer happiness.
“The feedback gives our staff a sense of ownership. They can see right away what’s working and what isn’t, and that motivates them to do better,” says Charles.
Armed with real-time insights and consistent measurement across all locations, MacQuarries Pharmasave continues to fine-tune staffing, maintain high service standards, and strengthen loyalty across its customer base.
About MacQuarries Pharmasave
MacQuarries Pharmasave is a community-focused pharmacy chain that delivers exceptional health and wellness services. With a history rooted in care and innovation, the company prioritizes customer satisfaction and operational excellence. Partnering with HappyOrNot has allowed MacQuarries Pharmasave to foster a culture of responsiveness and continuous improvement, delivering measurable benefits for customers and employees. Visit MacQuarries Pharmasave for more information.