Meeting customers’ needs


  • Welcome
  • Introduction
  • Customer loyalty
  • How to recognise a call for change
  • Diagnosing the problem
  • Customer feedback
  • Market surveillance
  • Sales data
  • Taking action
  • Implementing change
  • Action & Evaluation


This CPD module is about meeting your customers' needs. It will consider the importance of identifying calls to change and responding to them using a research-plan-action cycle, in order to ensure customer satisfaction.

Once you identify the needs of your customers, you can plan how your pharmacy will adapt to meet them


  • To recognise the consequences of not listening to your customers plus the benefits of reacting to indicators for change.


  • To examine various different ways of obtaining feedback from customers about how they view the service your pharmacy offers
  • Explore a process for examining different options for change where necessary
  • Use a simple process for ensuring the effective implementation of change.

Contributing author:

Liam Stapleton, BSc Pharm (Hons), PG Dip Public Health, Health Promotion, independent consultant at Metaphor Development and superintendent pharmacist.

About this module

Pharmacy needs strong managers, effective leaders and people with the right skills to drive the profession forward. With this in mind, P3 Business CPD modules are written as practical learning tools for use by anyone in the pharmacy team.

Continuing professional development (CPD) is a statutory requirement for pharmacists. Completion of the module will contribute to the nine pieces of CPD that must be recorded in a year, as stipulated by the GPhC.

Record your learning and how you applied it in your practice using the action and evaluation record at the end of this module, which will then be stored in your personal learning log. You must be registered on the website to do this.