Customer Survey Results

Here at UL Medicines we take pride in knowing our customers’ needs inside and out. To ensure we are always providing the best possible service and resources we undertake an annual customer survey. The 2017 customer survey covered a lot of key trends within hospital pharmacies while further highlighting the industry issues our customers are facing.

The survey, which consisted solely of UL Medicines customers*, revealed that the main concerns for hospital pharmacies were drug shortages, the effect of the Carter report and the falsified medicine directive. In regards to drug shortages it was discovered that hospital pharmacies are spending (on average) 38% of their working week sourcing as a result of drug shortages, with some respondents spending as much as 50%!(1)

Other findings looked at how our customers engage with us. Our survey discovered that UL Medicines customers prefer the personal approach with 78% of respondents opting to communicate through their account manager or the customer service team. We also examined what our customers found important when choosing an unlicensed supplier. Our results were as follows (from most to least important factors).

  1. Next-day delivery
  2. Extensive product range
  3. Free delivery
  4. A named individual to handle your queries
  5. Market information regarding UK medicine shortages 
  6. E-ordering 

The results were promising and confirmed that UL Medicines and our customers are in unison when it comes to improving services and available resources. We are thrilled with the results and are looking forward to adding to our existing services to ensure we continue to provide an unrivaled, personal service. * The UL Medicines customer survey ran for eight weeks from 13th November 2017 until 12th January 2018. The survey achieved 42 individual responses, after disqualification (non-customers and non-completions) a total of 36 respondents completed the survey.


1. Results on file.