Customer satisfaction and service quality: Are they linked and how are they measured? (ITK Dec18/Jan19

Accredited CPD
Group 2

Provider: iTK
Author: John Chapman

CPD Credits: 2


Designed to give an overview of the elements of customer satisfaction and provide managers with a way to identify areas that need to be improved to maintain quality service within the pharmacy.

Learning Objectives

After completing this activity, pharmacists should be able to:

  1. describe key concepts which are important when designing and managing quality pharmacy services
  2. describe the elements of customer satisfaction
  3. identify priorities for managers to undertake to maintain and improve service quality.

The 2016 Competency Standards addressed by this activity include: 2.1, 4.4, 4.5, 4.7

Accreditation number: A1812ITK1    Accreditation expires: 01/11/2020
This activity has been accredited for 1.0 hour of Group One CPD (or 1.0 CPD credit) suitable for inclusion in an individual pharmacist’s CPD plan, which may be converted to 1.0 hour of Group Two CPD (or 2.0 CPD credits) upon successful completion of the associated assessment activity.