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J.D. Power recognizes Caremark call center customer satisfaction

BY Antoinette Alexander

WOONSOCKET, R.I. CVS Caremark has once again been recognized by J.D. Power and Associates Certified Call Center Program for customer satisfaction excellence.

“It is a testament to Caremark’s strong commitment to providing the highest level of service and I want to personally thank our customer care teams and all of our colleagues companywide who support them,” stated Howard McClure, president of Caremark Pharmacy Services.

It is a distinction the company has held since 2006. The J.D. Power and Associates launched the Call Center Certification Program in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices.

In order to qualify for certification, a call center must perform within the top 20th percentile of all centers evaluated nationwide, based on benchmarks established by J.D. Power and Associates for courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution of issues. Call centers must also pass a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. In addition, a random survey is conducted of Caremark’s customers who recently contacted its call centers.

Caremark Customer Care Centers in Arizona, Missouri, Tennessee and Texas are included in the certification. In 2009, Caremark will submit a former CVS PharmaCare call center location in Pennsylvania for corporate certification for the first time.

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Delhaize announces plans for 50+ stores, including seven new Hannaford locations

BY Drew Buono

BRUSSELS, Belgium The Delhaize Group has announced that in this coming year, it plans on building seven new Hannaford stores, which is the same amount as the company built last year, according to published reports.

The new locations are part of the company’s plan to build between 50 and 55 new stores in fiscal 2008, including 45 Food Lions.

The fourth quarter for the company saw sales increase to $44.6 billion, an increase of 5.1 percent based on pricing and innovation at Hannaford, as well as revenue growth and market renewals under some of its other banners.

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Rite Aid sells never-used Brooks headquarters to NEIT

BY Michael Johnsen

WARWICK, R.I. Rite Aid sold the never-occupied Brooks Pharmacy headquarters it acquired as part of its deal to assume the Brooks and Eckerd operations to the New England Institute of Technology on Thursday, according to published reports.

NEIT plans relocate its campus to the 25-acre site and includes the 285,000 square-foot headquarters building, on which construction was completed last year.

“In a surprising and unanticipated development just before Christmas, we renewed discussions with Rite Aid regarding the sale of the former Brooks building,” Richard Grouse, NEIT’s president, said in announcing the deal. “Rite Aid reconsidered an offer from the college, and a purchase and sale agreement has been negotiated and was signed today.”

The terms of the deal were undisclosed.

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