The Situation:

A prominent chain of retail pharmacies in Malaysia sought to conduct its annual brand health check. This initiative aimed to assess competitiveness, optimise product and service offerings, and identify areas for development and improvement to maintain its market leadership.

 

Our Role and Methodology:

We implemented a comprehensive four-checkpoint methodology.

 

Firstly, an online panel survey was conducted nationwide, engaging over 1,200 participants to gather insights on usage, behavior, attitude, conversion rates, and Net Promoter Score (NPS) across Malaysia nationwide of 16 states / administrative regions and 200 cities.

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Secondly, we scraped and analysed social media platforms (i.e. Instagram, Facebook, TikTok, YouTube) to ascertain share of voice, sentiment, and content performance across product categories, including promotions, awareness campaigns, and health education with provide drill down up to the actual posting by pharmacy brands and user-generated content (UGC) such as influencer or Key Opinion Leader (KOL). We also provided the most common hashtag phrases and evaluated the brands' responsiveness to viewers' comments.

 

Thirdly, an in-depth review of the client's mobile application (mobile app) assessed its performance, including ratings, identification of top issues, and sentiment analysis.

 

Finally, we provided a geospatial analysis dashboard of over 3,000 retail pharmacy locations, including their precise latitude and longitude in the maps, store images, ratings, and number of reviews.

 

All data processing and warehousing were conducted on Google Cloud Platform (GCP), utilising BigQuery, handling and processing large data set wherein 1 of study has over 3 million rows of data dashboard query over 1 Terabytes of transfer.

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The Deliverable:

The project culminated in a full interactive dashboard hosted on Google Cloud Platform, providing a centralised view of performance metrics.

 

Key measures included NPS, brand conversion, average views per post, Engagement Rate (ER), and crucially, detailed insights into over 3,000 pharmacy store locations, offering actionable intelligence at the organisation's fingertips.

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The Outcome:
This comprehensive Brand Health Check provided the client with unparalleled, data-driven insights into their market standing, customer perception, and operational efficiency.

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The interactive dashboard empowered the organisation to make informed decisions, streamline product and service development, and strategically enhance their brand presence and customer engagement across all touchpoints.

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This solidifies not only having a competitive advantage in the Malaysian community pharmacy landscape but strengthens their data governance and transparency across the organisation.