A survey of 2,000 UK consumers shows how pharmacy retailers should navigate Covid-19 based on the number of customers avoiding pharmacy stores due to the Coronavirus, those planning to use click and collect services more and those interested in virtual appointments and service by phone or video. Survey by leading global retail tech company Qudini. (Apologies to the low resolution due to issues with slideshare uploads, visit our website for the high res download (no contact details necessary to download). www.qudini.com "Resources" tab -> "Insights hub")

1. How pharmacy
retailers should
navigate the Covid-19
landscape
Based on insights from a survey
of 2,000 American consumers
A survey by leading global retail tech company Qudini.

2. About the 2,000 US consumer survey
Coronavirus has changed the world as we know it. Many stores have had to close shop, causing mass job
losses and economic downturns. Even those that remain open have had to adapt to new ways of
operating.
With key scientific discoveries yet to be made, nobody knows how long the necessary social distancing
measures of the pandemic will continue for.
Retailers will need to find a new ways to serve their customers that prioritize their health. Doing so will
ensure stores can stay open, jobs stay intact and spend continues in the economy.
To help retailers to navigate this challenging period we surveyed 2,000 US consumers to understand:
which stores they were avoiding during the Covid-19 outbreak, how they plan to use BOPIS and which
retailers they want virtual service from by phone or video.

3. Executive Summary
For Pharmacy

4. 30%
are avoiding
pharmacies
68%
want virtual service
by phone or video
67%
plan to use BOPIS
services more
Our survey of 2,000 American consumers shows
that during Covid-19
What these findings indicate for pharmacy retail in the
Covid-19 era
Social distancing is key to
building customer
confidence to visit stores.
Stores could serve as
contactless fulfilment hubs
for BOPIS.
Brand relationships should
be built online.

5. Sales in the short term while
building longer lasting
relationships as a relevant
brand.
Improved online sales and
customer loyalty, while using the
opportunity to understand the
future potential of online virtual
service for your brand.
Reduced delivery costs and increased
omni-channel customer behaviors
leading to future growth (omni-
channel customers spend more and
retain longer).
What doing this well will mean to a pharmacy retailer
How the Qudini software can help
Scheduled visits and virtual
queuing that enables in-store
social distancing.
Effortless virtual appointment
and event bookings for phone
and video service.
Fast contactless online order
pickup at the store entrance or
curbside.

6. Safe and seamless customer
experiences, all within a single platform
1.
Scheduled visits and virtual
queuing that enables in-store
social distancing.
2.
Fast contactless online order
pickup at the store entrance or
curbside.
3.
Effortless virtual appointment
and event bookings for phone
and video service.

7. Our Retail Choreography suite
Appointment
Scheduling
Virtual
Queuing
Event
Management
Task
Management
Powers leading global brands

8. Our findings in detail:
Our survey of 2,000 American consumers
during the Coronavirus outbreak showed...

9. 3 key customer behaviors that will
change the way retailers operate
1
Customers are
avoiding every type
of store if they can
2
BOPIS will gain
traction to reduce
customer time in-store
3
Customers want
virtual service from
every type of retailer

10. Key Finding 1
Most Americans are avoiding stores
as much as possible

11. Americans are avoiding all
types of stores as much as
possible
• 30% of consumers have eliminated non-essential trips to
stores and other public places. 52% have heavily reduced
trips. Only 4% have not changed their behavior.
• Our survey took place 6 weeks ago. Our questions allowed
respondents to indicate if they had not reduced non-essential
trips to stores and other public places. When looking by region
at the percentage of customers that have not reduced their
non-essential trips, there seems to be a possible correlation
between regions where higher percentages did not reduce
their non-essential trips to stores and public places and higher
Coronavirus cases in the region at this present moment in time
(5th May 2020). We cannot say if this is cause and effect.

12. Americans are avoiding all
types of stores as much as
possible
• Baby Boomers are the least likely to fully eliminate
their non-essential trips to stores and other public
places.
• Overall GenZ have reduced/eliminated non-
essential trips to the greatest extent.

13. Specific insights
Pharmacy

14. Outside of the Coronavirus, these are the
percentages of survey respondents that said they
would normally visit these different types of
retailers.
Americans are avoiding all
types of stores as much as
possible

15. Outside of Covid-19, 90% of people will
normally visit a pharmacy.
30% of people are avoiding them during Covid-
19 and 54% are reducing visits.
Only 17% of customers are visiting them as
they normally would.
Avoiding - Overall

16. On average 33% are avoiding essential retailers: pharmacies,
banks and grocery stores.
For all other store types, an average of 82% of their customers
were avoiding trips to stores in the weeks leading up to the
lockdown.
Americans are avoiding all types
of stores as much as possible

17. Outside of Covid-19 84-93% of people will normally
visit a pharmacy.
GenZ consumers are the most likely to avoid
pharmacies, while older demographics are most likely
to not avoid them, but they are still reducing visits.
Few are continuing their normal behaviors.
Avoiding – By age

18. Outside of Covid-19 men and women are
equally likely to visit pharmacies.
During the outbreak, both are avoiding them to
an equal extent.
Avoiding - By gender

19. Outside of Covid-19 higher income households
are more likely to visit stores. They are also the
most likely to avoid stores during the Coronavirus
outbreak.
Avoiding – By income

20. Graph shows the % of
customers that normally visit
stores against those that are
avoiding them by industry
profession.
Avoiding – By industry profession

21. Graphs show the % of customers
that normally visit stores against
those that are avoiding them by
region.
Avoiding – By location

22. Key Finding 1:
Customers are avoiding
pharmacy stores as
much as possible:
Retailers are turning to virtual queuing and
appointment booking software to control traffic by
enabling customers to schedule visits and service or to
wait remotely while staying updated.
Solutions:
o Ensure stores stay open & customers stay safe.
o Increase sales.
o Create a competitive advantage.
Getting this right would enable a
retailer to:
In-store social distancing and enhanced customer management
will be essential to building customer confidence to visit stores
as lockdown eases.
Key finding 1 conclusion - What this indicates
for pharmacy retail in the Coronavirus era:
90%
of people would normally
visit a pharmacy
30% of customers are avoiding
them during Covid-19
54% of people are reducing
visits

23. Safe and easy
social distance queuing.
1
2
3
4
Check-in on
any channel
Provide wait
time & position
Team access
on any device
Customer updated as
their turn arises
Build customer confidence with…

24. 1 2
3
4
Seamless
appointment booking.
Book from any
channel 24/7
Receive
reminders
Personalised
greeting
Team access
on any device
Build customer confidence with…

25. Key Finding 2
Customers are more likely to use
BOPIS

26. • Outside of the Coronavirus outbreak, only 14% of US
consumers use BOPIS services frequently and 31%
occasionally.
• 24% of Americans never use BOPIS.
Consumers are more likely to use
BOPIS services during Covid-19

27. During the outbreak:
• 67% of consumers are more likely to use BOPIS services from
grocery and pharmacy stores.
• 50% are more likely to use BOPIS services across “Other
retailers in general”
Consumers are more likely to use
BOPIS services during Covid-19

28. Specific insights
Pharmacy

29. Consumers are more likely to use
BOPIS services during Covid-19
• Millennial and GenX customers are the most likely to
use pharmacy BOPIS services more during the
Coronavirus.
• Over a half (62%) of Baby Boomers plan to increase
use of BOPIS services, despite being the least likely
age group to use BOPIS services outside of the
Coronavirus outbreak.

30. Consumers are more likely to use
BOPIS services during Covid-19
• Outside of Covid-19, higher income respondents in
$150-300k bracket are 2-3 times more likely to use
BOPIS than lower income respondents.
• Perhaps this is because they are represented by
suburban family members.
• During Covid-19, customers from higher income
households are also the most likely to use pharmacy
BOPIS more to reduce their time in store.

31. Consumers are more likely to use
BOPIS services during Covid-19
• Outside of Covid-19, men are twice more likely to use
BOPIS frequently than women.
• During Covid-19, women are slightly more likely to use
pharmacy BOPIS services more to reduce time in store.

32. Consumers are more likely to use
BOPIS services during Covid-19
Outside of Covid-19
More likely during Covid-19

33. Consumers are more likely to use BOPIS
services during Covid-19
Outside of Covid-19
More likely during Covid-19

34. Key Finding 2:
Customers plan to use
BOPIS more to reduce
time in store:
Retailers are implementing contactless BOPIS services that
enable customers to easily collect their orders from the store
entrance or curbside.
Solutions:
o Improve online sales.
o Reduce delivery costs.
o Enhance P&L performance.
o Build omni-channel customer behaviors that
lead to future growth.
Getting this right would enable a
retailer to:
The growth in BOPIS popularity suggests that during Covid-19,
stores should serve more as fast fulfilment hubs to collect online
orders with minimal contact.
Key finding 2 conclusion - What this indicates
for retail in the Coronavirus era:
67% plan to use BOPIS more in
essential stores
50% plan to use BOPIS more in
other retail stores
New consumers will use BOPIS more and learn
new omni-channel behaviors as a result.

35. Key Finding 2:
Customers plan to use
BOPIS more to reduce
time in store:
Retailers are implementing contactless BOPIS services that
enable customers to easily collect their orders from the store
entrance or curbside.
Solutions:
o Improve online sales.
o Reduce delivery costs.
o Enhance P&L performance.
o Build omni-channel customer behaviours that
lead to future growth.
Getting this right would enable a
retailer to:
The growth in BOPIS popularity suggests that during Covid-19,
stores should serve more as fast fulfilment hubs to collect online
orders with minimal contact.
Key finding 2 conclusion - What this indicates
for grocery retail in the Coronavirus era:
68% plan to use BOPIS
more
New consumers will use BOPIS more
and learn new omni-channel behaviors
as a result.

36. Key Finding 2:
Customers plan to use
BOPIS more to reduce
time in store:
Retailers are implementing contactless BOPIS services that
enable customers to easily collect their orders from the store
entrance or curbside.
Solutions:
o Improve online sales.
o Reduce delivery costs.
o Enhance P&L performance.
o Build omni-channel customer behaviors that
lead to future growth.
Getting this right would enable a
retailer to:
The growth in BOPIS popularity suggests that during Covid-19,
stores should serve more as fast fulfilment hubs to collect online
orders with minimal contact.
Key finding 2 conclusion - What this indicates
for pharmacy retail in the Coronavirus era:
67% Plan to use BOPIS more
New consumers will use BOPIS more
and learn new omni-channel behaviors
as a result.

37. Contactless
BOPIS pickup.
1 2
3
4
Check-in by
phone or staff
On screen countdown
and SMS updates
Customer receives order
at store entrance or curb
Access
on any device
Support social distancing with…

38. Key Finding 3
Customers want virtual phone and
video service from every type of retailer

39. • Half (53%) of consumers want 'essential' retailers (banks, pharmacies &
grocery stores) to provide virtual service by phone, and a fifth (18%)
want virtual service by video.
• For all other retail types, 18% want virtual service by phone and 11% by
video.
• Across all types of retailers, younger generations are 117% more likely
to want video service from brands than their Baby Boomer counterparts.
US consumers want virtual service
by phone or video from every type
of retailer

40. Virtual service - Overall

41. Specific insights
Pharmacy

42. Younger demographics are more than twice
as likely to want virtual service by video than
Baby Boomers and GenX customers.
Baby Boomers are slightly more likely to
want service by phone.
Virtual service – By age

43. Women are slightly more likely to want
service by phone.
Men are more likely to want service by
video.
Virtual service – By gender

44. GenZ customers are the demographic least
likely to visit stores.
GenX are the most likely to want virtual
service by phone or video.
Virtual service vs normally visiting

45. Comparing the % of customers avoiding stores
vs those that want virtual service by phone or
video.
Virtual service vs avoiding

46. Across the pharmacy industry, all income
brackets are equally likely to want virtual
service by phone or video.
Higher income brackets are 40% more likely to
want virtual service by video.
Virtual service – By
household income

47. Customers from different industry
professions have different interests in
virtual service by phone or video.
Virtual service – By industry profession

48. Customers from different regions
have different interests in virtual
service by phone or video.
Virtual service – By region

49. Key Finding 3:
Customers want virtual
service by phone or video
from pharmacies
Retailers are taking their personalized one-to-one
services and events online and using software to make
these easy to access and book.
Solutions:
o Increase online sales.
o Build customer loyalty and advocacy.
o Stand out amongst competitors.
o Understand the future growth potential of online virtual
service for your brand.
Getting this right would enable a
retailer to:
Customer relationships should be built online.
The avid interest in virtual service from younger demographics
also suggests this interest extends beyond the outbreak and that
Covid-19 could act as a catalyst for a new omni-channel world
where personalized interactions happen more frequently online.
Conclusion: What this indicates for pharmacy
retail in the Coronavirus era:
60%
want virtual service by
phone
19%
want virtual service by
video
68%
want virtual service either
by phone or video

50. Simple online
appointment booking.
1 2
4
Book from any
channel 24/7
Receive
reminders
Connect by video
conference at start time
Access
on any device
3
Take your one-to-one services online with…

51. Effortless online
event booking.
1 2
4
Book from any
channel 24/7
Receive
reminders
Connect by webinar
URL link at start time
Team access
on any device
3
Take your brand events online with…

52. Additional Observation:
Stores will need help
navigating health guidelines
and staying motivated
Task management software can help head office
teams to share tasks, messages, images and
resources with their store teams to keep them
informed and motivated.
Solutions:
o Ensure all stores maintain necessary health
standards.
o Boost employee morale and motivation.
o Improve productivity and performance.
Getting this right would enable
a retailer to:
Head offices will need to stay in touch with their stores now
more than ever to provide motivation and guidance as they
navigate this new environment.
Conclusion: What this indicates for retail
in the Coronavirus era
The proportion of customers avoiding stores
indicates that, even as the lockdown eases,
customers will be cautious. Retailers that fail to
meet current health standards risk damaging
customer relationships. Yet, with government
health advice and regulations constantly
changing, stores will need help understanding
requirements.

53. Instant HQ to store
task communications.
1
2
3
Create tasks
at HQ level
Store manager and
HQ stay updated
Team access
on any device
Support your stores through Covid-19 with…

54. To Summarize

55. 30%
are avoiding
pharmacies
68%
want virtual service
by phone or video from
pharmacy retailers
67%
plan to use BOPIS
services more to reduce
time in store
Qudini’s survey of 2,000
American consumers
shows that during Covid-
19
These insights
indicate that in the
Coronavirus era
In-store social
distancing and
customer
management is
needed for
customers to visit.
Stores should
become
contactless
fulfilment hubs for
online order
pickup.
Brand
relationships
should be built
online by phone
and video.
How the Qudini software
ensures customer safety and
helps stores to stay open
What getting this right
could mean to your
pharmacy retailer
Sales in the short term while
building longer lasting
relationships as a relevant
brand.
Reduced delivery costs and
increased omni-channel
customer behaviors leading to
future growth (omni-channel
customers spend more and
retain longer).
Improved online sales and
customer loyalty, while using
the opportunity to
understand the future
potential of online virtual
service for your brand.
Use Qudini to schedule
appointments and
manage virtual queues
to reduce customer
time in-store and build
confidence to visit.
Use Qudini for
contactless BOPIS
pickup that enables
customers to check-
in and receive their
order at the store
entrance or curbside.
Use Qudini to enable
customers to book online
appointments and events
for virtual service by
phone or video.

56. Our Retail Choreography suite
Appointment
Scheduling
Virtual
Queuing
Event
Management
Task
Management
Powers leading global brands
About Qudini

57. info@qudini.com
www.qudini.com
Thank you
Imogen Wethered