According to the latest mystery shopper research conducted by Dive Group, the BENU pharmacy chain continues to hold the leading position in Lithuania, reaffirming its reputation as a reliable and customer-oriented partner. The study covered six cities across the country and evaluated not only the average performance of the entire pharmacy sector but also BENU’s achievements in comparison to other pharmacy chains.
Behind the Scenes and Methodology
The mystery shopper study was conducted between May and June 2025 and included 160 visits to pharmacies located in various cities across the Baltic States. In Lithuania, pharmacies in Vilnius, Kaunas, Panevėžys, Klaipėda, Šiauliai, and Alytus were visited. Mystery shoppers sought advice for an adult experiencing fever, severe headache, and general weakness.
The study assessed pharmacists’ responses to questions, customer service skills, pharmacy environment, staff appearance, loyalty programs, sales skills, and subjective impressions. In total, the study included 30 questions divided into 7 categories, and each visit’s result was calculated based on the ratio of points earned to the maximum possible score.
Results – Even Better Than Last Year
The results show that BENU pharmacies in Lithuania not only exceed the sector average in customer service skills but also improve year after year. BENU achieved a score of 83.75%, surpassing the national average by 3.44%. This result is 4.13% higher than in 2024.
The study revealed that BENU’s strongest qualities in customer service are friendly and pleasant communication, pharmacy environment, and staff appearance – all of which ensure a comfortable and enjoyable visit experience.
A Strategy of Continuous Improvement
BENU’s success is based on continuous monitoring, employee training, practical skill development, effective internal communication, and motivation systems. Our priority is to ensure that the highest service standards accompany every pharmacy visit, regardless of the pharmacy’s size or location.
These consistent efforts allow BENU to remain a market leader and ensure that customers are met with professional and pleasant service at every step.
