Your customers’ expectations are evolving at speed. They want personalisation, convenience, innovation, and trust—all delivered seamlessly across digital and in-store experiences.
A professional, pharmacy-specific website is the foundation for meeting these expectations. It not only ensures you show up in Google and AI searches but also creates a trustworthy hub that keeps your customers engaged, loyal, and connected.
At MedAdvisor Websites, we make sure your pharmacy isn’t just keeping up with customer expectations—you’re leading them.
The bottom line
More than ever, customers research their own symptoms and medications online. Studies show that over 80% of consumers across all age groups will search online for health information before seeing a professional.
For your pharmacy: This isn’t a threat—it’s an opportunity. By publishing trustworthy, TGA-compliant health content on your website, you can position your pharmacy as a reliable local authority, building trust and guiding customers to the right next steps.
4. Customers take health research into their own hands
Consumers now see technology as a reflection of a company’s quality. 67% believe the way a company uses technology indicates how it operates overall.
62% of customers are open to AI being used to improve their experience.
75% expect businesses to use new technology to create better service.
For your pharmacy: Embedding features like online bookings, health content libraries, and integrations with MedAdvisor demonstrates innovation. More importantly, it shows your customers you care about convenience and quality.
3. Customers expect innovation
In the age of misinformation, 54% of consumers say it’s harder than ever to trust businesses. At the same time, 73% say trust matters more now than it did a year ago.
For your pharmacy: Trust comes from transparency. Having a professional website with clear service information, real staff photos, and accurate health resources builds credibility and reassures customers they’re in safe hands.
5. Customers trust is harder to earn
Today’s customers expect to interact with your pharmacy where and when they choose—whether that’s in-store, online, via mobile, or even through AI-powered search assistants.
55% of customers (and 68% of millennials and Gen Z) prefer digital channels over traditional ones.
40% won’t do business with a company if their preferred channel isn’t available.
For your pharmacy: A modern, mobile-friendly website ensures customers can find answers quickly, book services online, and connect with you in the way that suits them best. Pair this with the MedAdvisor app, which allows patients to order and pay for medications ahead of time, and you’ll meet customers exactly where they are.
2. Customers expect engagement on their terms
Research from Salesforce shows that 73% of consumers say one great experience with a business raises their expectations for all other businesses. That means your pharmacy is competing not just with other chemists, but with any company that delivers convenience and personalisation.
84% of customers now say experience matters as much as the products themselves. And if you fail even once, you may not get a second chance: one in three customers would leave a brand they love after just one bad experience.
For your pharmacy: Make your website the foundation of a professional, consistent experience—one that reflects the quality of care you provide in-store.
1. Customers compare you to everyone
Pharmacy owners know customer expectations are always shifting. But in 2025, those shifts are happening faster—and they’re being driven by digital behaviour.
The truth is, your customers no longer compare you only to the pharmacy down the street. They compare you to every business they interact with online—from Amazon to Uber to Woolworths. And if your pharmacy doesn’t keep pace, you risk losing relevance and loyalty.
Here are five ways your customers are changing, and how your pharmacy can respond.
Your customers are changing - Here's what it means for your pharmacy
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