As the pharmacy sector becomes increasingly competitive, what sets one chain apart from another isn’t just product availability. It’s the experience. Using Staffino’s advanced AI Public Reviews and Competition Analyser, we’ve dissected what customers in Latvia really think about their local pharmacies.
We analysed over 500 Google reviews from five leading pharmacy chains, uncovering unique insights into what drives satisfaction and what derails it. From standout performers to critical improvement areas, here’s what the data tells us.
9 Key Insights from Latvia’s Pharmacy Customer Reviews
1. Euroaptieka Tops the Satisfaction Charts
Among the five analysed chains, Euroaptieka came out as the clear leader, with a satisfaction rate of 27.6%. Customers frequently highlighted the chain’s friendly and competent pharmacists, organised environment, and reliable service. Trailing behind were BENU (17.4%) and Meness aptieka (9%), both also receiving praise for professionalism and customer care, but not quite to the same degree. These results set a solid benchmark for pharmacy CX in Latvia.
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2. Low Satisfaction Signals Deeper Service Issues
At the other end, Apotheka pharmacy recorded a concerning -13.5% satisfaction rate, reflecting a wave of customer dissatisfaction. Negative mentions were often related to poor accessibility, long waits, and inconsistent service delivery. This score suggests the need for urgent attention to core CX aspects if the brand is to regain customer trust.
3. Pharmacist Attitude Dominates the Conversation
A striking 60% of all reviews mentioned the pharmacists’ attitude. That’s not just a stat, it’s a signal. In Latvia’s pharmacies, how a customer is treated often matters more than product variety or even price. This puts pharmacy employee motivation and training front and centre.
4. People Love Competent and Kind Pharmacists
When Latvians leave a positive review, chances are it’s about the pharmacists. Specifically, customers appreciated:
- Employee competence (10.05%): Pharmacists who know their stuff are a major asset.
- Attitude (7.66%): A kind word and a smile still go a long way.
- Store environment (2.39%): Clean, tidy, and welcoming spaces matter more than you might think.
These human and environmental factors consistently influenced customers’ perceptions of their visits.
5. But Complaint Resolution and Accessibility Still Hurt
On the flip side, the lowest-rated areas included:
- Complaint handling (-5.78%): Customers often felt unheard or unsatisfied with how issues were resolved.
- Operating hours & accessibility (-4.9%): Limited opening times and inconvenient locations were a recurring pain point.
- Service efficiency & waiting times (-3.89%): Nobody likes to wait, especially when they’re sick.
These three categories reveal operational inefficiencies that can significantly damage a brand’s reputation.
6. Most Reviewed Chains: Meness, BENU, Apotheka
In terms of engagement, Meness aptieka took the lead, followed by BENU and Apotheka. A high review count suggests high footfall, but also raises the stakes for CX quality. More visibility means more risk of negative exposure if issues aren’t managed proactively.
7. Latvijas Aptieka Wins for Store Environment
When it comes to physical space, Latvijas aptieka stood out with a 7.59% satisfaction score. Customers praised the atmosphere, layout, and cleanliness, reminding us that a pleasant environment can make all the difference, especially in healthcare settings.
8. Accessibility Still a Weak Spot for Apotheka
The Apotheka chain scored a troubling -11.24% in the operating hours & accessibility category, reinforcing that convenience is non-negotiable in modern retail. Whether it’s poor signage, awkward locations, or restricted hours, these issues discourage repeat visits.
9. Riga: The Heartbeat (and Headache) of Customer Feedback
Unsurprisingly, 75% of all customer feedback came from Riga, Latvia’s capital. But volume isn’t everything. This is also where the highest concentration of negative reviews was recorded. The capital’s faster pace, higher expectations, and likely overcrowded locations could be key drivers. Chains operating in Riga should invest in a pharmacy CX solution, prioritise tailored urban CX strategies and resource planning to cope with demand.
How We Did It: The AI Method Behind the Insights
This analysis is powered by Staffino’s AI Public Reviews & Competitor Analyser, which transforms online reviews into actionable insights. Instead of just counting stars, our AI breaks reviews down into key topics like employee attitude or complaint handling and scores each one by sentiment.
The more often a topic is mentioned, the greater its impact, so what customers discuss most carries the most weight. The result? A data-driven view of what truly drives satisfaction—or frustration.
Want to See How You Stack Up?
These findings are just the tip of the iceberg. If you’re a pharmacy chain operating in Latvia and want to know exactly where you shine or fall short, the Staffino CX platform can give you the competitive edge.
Book a free consultation with us to explore your brand’s full sentiment breakdown and benchmark your performance against competition like never before.
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