Pharmaceutical Distributor Satisfaction Study Pharmacies

PAN MALAYAN SINGAPORE JUNE 2007 PAN MALAYAN SINGAPORE JUNE 2007

November 19, 2007

Overall objective is to gain an unbiased view of the healthcare distribution arena in Singapore
More specifically Pan Malayan would like to be armed with the following information about the healthcare market from an end-customer viewpoint
Levels of satisfaction with these service areas and the specific attributes need to be assessed for the main players in the market
DKSH IDS Zuellig Pharma Delfi

As with the principals, any specific areas of service that are in development or being considered for end customers could be assessed for level of importance
And impact on future business

Distributor Satisfaction in Singapore Pharmacies 2

General Usage & Perceptions

Distributors Currently Working with
When asked which pharmaceutical distributors they are currently working with, Pan Malayan had the most 1st mentions
Note that these are spontaneous mentions, thus top of mind

Other mentions with single recalls (but not shown in graph below) include
Zyfas Marketing, Polymedic, Grafton and FP Marketing
Pan Malayan Zuellig Pharma DKSH Apex IDS Delfi
0 2 4 6 8
1 1 1 19 18 3 8 10 7 16 10 5

10

12

14

16

18

20

Number of pharmacists
Base = 20
Distributor Satisfaction in Singapore Pharmacies 3

1st mention

2nd mention

Other mentions

General Usage & Perceptions

Companies Perceived as the three Best Distributor
Overall, the perceived top three distributors are
Pan Malayan, Zuellig Pharma and DKSH

The best

16

2nd best

11

0 1

3rd best0 0

10

10 Number of Pharmacists

15

20

Pan Malayan
Base = 20
Distributor Satisfaction in Singapore Pharmacies 4

Zuellig Pharma DKSH

IDS

Apex

None

General Usage & Perceptions

Main Reasons for being & not being in top three Pan Malayan For all Pharmacists, Pan Malayan is perceived as either the best or second best pharmaceutical distributor
Pan Malayan 0 0
4 16

10

15

20

Number of Pharmacists 3rd best 2nd best The best

Positives
Main Reasons for being voted as the three best pharmaceutical distributors (n=20) Staff Staff is friendly, helpful & polite Customize to clients needsmake an effort to help Knowledgeable & well trained Staff is familiar with their products 25% 10% 10% 5% Delivery Daily, same day Fast, next day Timely Fast for urgent cases 30% 25% 5% 10% Services Efficient & reliable Easily contactable Inform clients of goods out of stock Fast goods return Good services 30% 10% 10% 5% 5% Product Range Wide range 20%

Distributor Satisfaction in Singapore Pharmacies 5

General Usage & Perceptions

Main Reasons for being & not being in top three Zuellig Pharma For majority of Pharmacists, Zuellig Pharma is perceived as either the best or second best pharmaceutical distributor
Negatives
Zuellig Pharma 0
2 11 4

Main Reasons for not being voted as the three best pharmaceutical distributors (n = 3)

10

15

20

Slow delivery (1 week, 3 days) Delivery not timely

67% 33% 33% 33%

Number of Pharmacists 3rd best 2nd best The best

Inaccurate delivery of goods Expensive goods

Positives
Main Reasons for being voted as the three best pharmaceutical distributors (n=17) Staff Efficient, helpful, go the extra mile Knowledgeable 29% 12% Delivery Fast, next day Timely & efficient Fast, twice a day
Distributor Satisfaction in Singapore Pharmacies 6

Services 65% 24% 6% Good customer services Good exchange policy 6% 6%

Product Range Wide range 29%

General Usage & Perceptions

Main Reasons for being & not being in top three - DKSH
Slightly more than half, voted DKSH as either the best or second best pharmaceutical distributor
Negatives
DKSH 0
10 2 0

Main Reasons for not being voted as the three best pharmaceutical distributors (n = 8) Slow delivery (3 to 4 days) 63% 38%

10

15

20 Order few item from them, carry small

range

Number of Pharmacists 3rd best 2nd best The best

Positives
Main Reasons for being voted as the three best pharmaceutical distributors (n=12) Delivery Is within 2 to 3 days Fast, next day Efficient & timely 33% 25% 25% Product Range Wide range 25% Others Helpful, polite & go the extra mile Goods properly packaged Good exchange policy 25% 8% 8%

Distributor Satisfaction in Singapore Pharmacies 7

General Usage & Perceptions

Main Reasons for being & not being in top three IDS Only two Pharmacist voted IDS as third best pharmaceutical distributor
Negatives
IDS 0
2 0

Main Reasons for not being voted as the three best pharmaceutical distributors (n = 18) Limited product range, less orders & limited interaction Slow & unpredictable delivery (3 to 4 days) Does not inform us of out of stock situation Inflexible 67% 28% 6% 6%

10 Number of Pharmacists

15

20

3rd best

2nd best

The best

Positives
Main Reasons for being voted as the three best pharmaceutical distributors (n = 2) Fast follow up for complaints Friendly & polite staff Good after sales service Delivery in two days
Distributor Satisfaction in Singapore Pharmacies 8

50% 50% 50% 50%

General Usage & Perceptions

Main Reasons for being & not being in top three Delfi None of the Pharmacists mentioned Delfi as one of the three best pharmaceutical distributors Pharmacists are then prompted for reasons, for not voting Delfi as one of the three best pharmaceutical distributors
Main Reasons for Delfi not being voted as the three best pharmaceutical distributors (n = 20) Limited product range, less orders & limited interaction Slow delivery (3 to 5 days) Need to have minimum orders Does not inform us of out of stock situation 80% 15% 15% 5%

Distributor Satisfaction in Singapore Pharmacies 9

Attribute Importance Index - Overall Areas of Service

0 10 20 30 40 50 60 70 80 90 100

Delivery services

100

Order Processing

90

Professionalism and communications

47

Credit / payment terms

28

Base = 20
Distributor Satisfaction in Singapore Pharmacies 10

Companies Performance Overall Areas of Service

60 70

SATISFACTION SCORE

80

90

100

Delivery Services

100

Order Processing

90

IMPORTANCE INDEX

Professionalism and Communications

47

Credit / Payment Terms

Base = 20 Distributor Satisfaction in Singapore Pharmacies 11

28
Zuellig Pharma Pan Malayan DKSH IDS Delfi

Attribute Importance Index - Delivery Services

0
Timely delivery of goods (on time, every time) Accuracy of delivery (e.g. right products, right quantities, right price, right bonusing) Responding to emergency/urgent delivery requests Actual delivery taking place at committed/agreed time Conditions of products upon delivery Products always in stock Willing to deliver at an agreed time Able to make specific delivery arrangement upon placing order Able to track the status of order (where it is, when will it arrive) Able to follow up promptly on delayed delivery Will rearrange delivery time if you are not available Deliveryman work attitude, appearance/image Delivery staff are knowledgeable and able to handle queries 14 20 27 42 42 53 52 58 68 65 83

10

20

30

40

50

60

70

80

90

100
100

96

Base = 20
Distributor Satisfaction in Singapore Pharmacies 12

Companies Performance Delivery Services

60
Timely delivery of goods (on time, every time) Accuracy of delivery (e.g. right products, right quantities, right price, right bonusing) Responding to emergency/urgent delivery requests Actual delivery taking place at committed/ agreed time Conditions of products upon delivery Products always in stock Willing to deliver at an agreed time Able to make specific delivery arrangement upon placing order Able to track the status of order (where it is, when will it arrive) Able to follow up promptly on delayed delivery Will rearrange delivery time if you are not available Deliveryman work attitude, appearance/image Delivery staff are knowledgeable and able to handle queries
Base = 20 Distributor Satisfaction in Singapore Pharmacies 13

70

SATISFACTION SCORE

80

90

100
100 96 83 68 65 58 53 52 42 42 27 20 14 IMPORTANCE INDEX

Zuellig Pharma Pan Malayan

DKSH IDS

Delfi

Attribute Importance Index Order Processing

0
Accuracy of orders taken

10

20

30

40

50

60

70

80

90

100
100

Ease of placing an order (getting through) via fax

88

Speed at which queries are dealt with (within the same day)

83

Able to provide stock information

74

Understands your requirements

72

Speed of answering phone (response time)

66

Ease of placing an order (getting through) via hotline

50

Polite and courteous when answering your calls

48

Timely resolution to complaints

44

Able to provide bonusing information

24

Base = 20
Distributor Satisfaction in Singapore Pharmacies 14

Companies Performance Order Processing

70
Accuracy of orders taken Ease of placing an order (getting through) via fax Speed at which queries are dealt with (within the same day) Able to provide stock information Understands your requirements Speed at answering phone (response time) Ease of placing an order (getting through) via hotline Polite and courteous when answering your calls Timely resolution to complaints Able to provide bonusing information
Base = 20 Distributor Satisfaction in Singapore Pharmacies 15

80

SATISFACTION SCORE

90

100
100 88 83 74 72 66 50 48 44 24

IMPORTANCE INDEX

Zuellig Pharma Pan Malayan

DKSH IDS

Delfi

Attribute Importance Index Professionalism and Communications

0
Easily contactable Knowledgeable and able to handle queries about products Efficiency in responding to queries Attitude of the customer service personnel/ sales representatives Ability to build rapport and maintain a good relationship Understand your needs Able to sell product benefits After sales, good follow up services Provide regular sales representative visits Provide value added services Prevent stock out situation by advising you on stock levels Appearance/image of the sales representatives 34 43 42 38 52 51 62 68 77 83 81

10

20

30

40

50

60

70

80

90

100
100

Base = 20
Distributor Satisfaction in Singapore Pharmacies 16

Companies Performance Professionalism and Communications

SATISFACTION SCORE

60
Easily contactable Knowledgeable and able to handle queries about products Efficiency in responding to queries Attitude of the customer service personnel/sales representatives Ability to build rapport and maintain a good relationship Understand your needs Able to sell product benefits After sales, good follow up services Provide regular sales representative visits Provide value added services Prevent stock out situation by advising you on stock levels Appearance/image of the sales representatives

70

80

90

100
100 83 81 77 IMPORTANCE INDEX 68 62 52 51 43 42 38 34

Base = 20 Distributor Satisfaction in Singapore Pharmacies 17

Zuellig Pharma Pan Malayan

DKSH IDS

Delfi

Attribute Importance Index Credit/ Payment Terms

0 10 20 30 40 50 60 70 80 90 100

Accuracy of credit documents e.g. statements, invoices

100

Effective in resolving invoice related problems

89

Invoice/statement enquiry services

77

Timely statements, invoices etc

63

Favourable credit terms

62

Convenient payment methods

59

Attractive payment options (eg: Customer loyalty programmes) Convenient format of statement (eg: electronic online statements)

56

55

Base = 20
Distributor Satisfaction in Singapore Pharmacies 18

Companies Performance Credit/ Payment Terms

50
Accuracy of credit documents e.g. statements, invoices Effective in resolving invoice related problems

60

SATISFACTION SCORE

70

80

90
100

89

Invoice/statement enquiry services

77 IMPORTANCE INDEX

Timely statements, invoices etc

63

Favourable credit terms

62

Convenient payment methods

59

Attractive payment options e.g. Customer loyalty programmes Convenient format of statement e.g. electronic online statements
Base = 20 Distributor Satisfaction in Singapore Pharmacies 19

56

55

Zuellig Pharma Pan Malayan

DKSH IDS

Delfi

Overall Performance All Distributors

Delivery services

Professionalism & communications

60

Credit/payment terms

Zuellig Pharma DKSH Delfi Pan Malayan IDS

Order processing

Distributor Satisfaction in Singapore Pharmacies 20