The latest mystery shopping study conducted by Dive Group revealed that in 2026, the BENU pharmacy chain achieved the best customer service result in Lithuania. BENU received a score of 88.37%, which not only exceeded the overall average of the country's pharmacy sector but also increased significantly compared to the previous year.
The Study Evaluates the Entire Customer Experience
The annual pharmaceutical sector study conducted by Dive Group covers Lithuania, Latvia, and Estonia and includes the leading market participants in each country's pharmacy sector.
The study was carried out using the mystery shopper methodology. During June and July, a total of 150 pharmacies across the Baltic States were visited: 60 in Lithuania, 50 in Latvia, and 40 in Estonia.
Mystery shoppers visited pharmacies on behalf of an adult family member who had been experiencing a mild fever, severe or pressing headache, and weakness or fatigue for two days. The assessment focused on how the pharmacist investigated the situation, what questions were asked, and what solutions were offered.
The evaluation consisted of 30 questions grouped into seven categories. These included the pharmacy environment, employee appearance, customer service and sales skills, loyalty programme performance, and the mystery shopper’s overall impression. The greatest weight in the final score was assigned to customer service skills and the ability to identify customer needs and recommend an appropriate solution.
BENU’s Customer Service Rating Continues to Improve
This year, the overall customer service result for Lithuania’s pharmacy sector reached 84.67%, representing an increase of 4.36 percentage points compared to the previous year. BENU’s score was even higher, reaching 88.37%, which secured first place among pharmacy chains in Lithuania. Compared to last year, BENU’s result in Lithuania increased by 4.62 percentage points.
BENU also maintained strong positions across the Baltic market. This year, BENU’s customer service score exceeded the national pharmaceutical sector average in Lithuania, Latvia, and Estonia. In Latvia, BENU outperformed the sector average by 1.09 percentage points, while in Estonia the difference reached 6.41 percentage points.
Highest Scores Achieved in Everyday Service Areas
In Lithuania, BENU received the maximum score of 100% in three important categories: pharmacy environment, employee appearance, and customer service skills. Particularly strong results were also achieved in evaluating pharmacists’ ability to identify customer needs and recommend suitable solutions. During all visits, pharmacists asked questions that helped clarify symptoms and customer needs, recommended appropriate products, and suggested alternatives when relevant.
BENU also significantly outperformed the sector average in explaining how to use the recommended products. This indicator reached 80%, compared to 58.33% across the entire sector. During 90% of visits, pharmacists additionally provided recommendations not directly related to specific products but potentially helpful in addressing the customer’s issue.
Leadership Built Through Everyday Excellence
The study results demonstrate not only BENU’s high overall customer service level but also its consistent improvement. Achieving first place in Lithuania and receiving maximum ratings in areas directly related to the everyday customer experience reflect the company’s continuous focus on pharmacists’ professional expertise, communication skills, and service quality.
BENU remains committed to ensuring that every customer who visits its pharmacies receives not only professional consultation but also attentive service tailored to their individual needs.
