Customer Experience Index – Meet the team!

The Customer Experience Index (CEI) is a business enhancement tool which helps you see your pharmacy through the eyes of your customers. We talk to your customers to gain an understanding of their experience in your pharmacy and provide you with practical advice on simple ways to improve their experience.

As part of CEI, we welcome a new team to the Queensland Branch!

The CEI team will be travelling the length and breadth of Queensland, visiting pharmacies and talking to customers with the aim of helping pharmacies reach their potential.

It’s quite likely you’ll receive a visit from one of these lovely ladies over the next few months, so we’re putting together some profiles, so you can get to know them.

In the meantime, here’s a quick introduction!

jillJill Power
Jill has been in pharmacy for over 14 years. She’s passionate about health care generally because she understands that the local pharmacy is often the first place people go when they are worried about their health. She would like the pharmacy experience to be a complete one, covering all aspects of the healthy, vital body. Now part of the Queensland Branch CEI team, Jill is looking forward to visiting pharmacies in Queensland that play a significant part in making the health care offering for the State so strong. She’s keen to assist them to see their business through their customers’ eyes, to explore opportunities that enhance the customer experience and their service delivery performance.

Jill is inspired by communities, large and small, working together and helping each other when needed. She also inspired by the smaller miracles of life, like loyal friendships, commitment to work and family. In her spare time, she enjoys spending time with family and friends, enjoying a good movie or a good book, and all that Brisbane has to offer.

TriciaTricia Haidley
Tricia has more than 16 years’ experience in pharmacy. She is passionate about pharmacy as a whole, but has a keen interest in science, medications and alternative therapies.

She looks forward to meeting and learning new people and travelling throughout Queensland on her travels for CEI.

In her spare time, Tricia enjoys camping, and taking the ‘tinny’ out fishing.



carmelCarmel Flanagan
Carmel has been in pharmacy for more than 25 years. She enjoys looking after stock control, to keep the pharmacy running smoothly, as well as helping customers with health and vitamins.

She is looking forward to helping pharmacies improve their business based on feedback from their Customer Experience survey.

In her spare time she races outrigger canoes with Burleigh Point Outriggers on the Gold Coast.

Check back next month to read more about Jill.

As part of a national trial, we are offering Guild members a NO COST Customer Service Index visit and report. Hurry, this no cost visit is only available for a limited time! To find out how the CEI Program can help your pharmacy, click here.