High Customer Satisfaction Drives Continuous Innovation at GPOS

As digital transformation accelerates across the pharmaceutical industry, pharmacies increasingly require digital solutions that are reliable, practical, and continuously evolving. Addressing this need, GPOS remains committed to ensuring that every platform enhancement is driven by real user experiences through its First Half 2026 User Satisfaction Survey, involving GPOS Lite users and GPOS B2B partners from across Indonesia.

The survey reflects GPOS' ongoing commitment to delivering digital solutions that address the operational needs of pharmacies while continuously enhancing service quality based on customer feedback.

According to Mr. Henry Setiawan Ongkojoyo, Head of Digital Business & Channel Development at GPOS, customer satisfaction surveys are conducted on a monthly basis to ensure product development remains closely aligned with the evolving needs of users.

"We conduct this survey every month to actively listen to feedback from our partners. Their insights serve as the foundation for continuously improving the quality of both our products and services, across GPOS B2B and GPOS Lite," said Mr. Henry.

The First Half 2026 User Satisfaction Survey showed that the majority of respondents expressed positive perceptions of both platforms. GPOS Lite achieved a Customer Satisfaction Score (CSAT) of 3.37 out of 4 and a Net Promoter Score (NPS) of 7.53 out of 10. Meanwhile, GPOS B2B delivered even stronger results, recording a CSAT of 3.45 and an NPS of 7.80.

These findings indicate that most users consider GPOS Lite an effective solution for supporting day-to-day pharmacy operations. At the same time, GPOS B2B is recognized for providing a more convenient and transparent medicine procurement process while simplifying purchasing from authorized distributors.

Customer Feedback Drives Product Development

Beyond measuring satisfaction levels, the survey also generated valuable insights into areas for further improvement. For GPOS Lite, users highlighted opportunities to enhance application stability and overall user experience. Meanwhile, GPOS B2B users emphasized the importance of improving price and discount synchronization, increasing the availability of fast-moving products, and simplifying digital administrative processes, including e-Invoice downloads and Digital Purchase Order (Surat Pesanan/SP) activation.

All feedback is carefully analyzed and incorporated into GPOS' product development priorities, ensuring that every enhancement directly addresses the operational challenges faced by pharmacies.

Strengthening the 2026 Product Development Roadmap

In response to the survey findings, GPOS has established a comprehensive product development roadmap throughout 2026 to further enhance user experience across both platforms.

For GPOS Lite, development priorities include improving application stability, resolving printer compatibility issues on iOS devices, enhancing Customer Support services through GPOS Care, integrating WhatsApp for digital receipt delivery and patient reminders, and further strengthening the accounting module.

For GPOS B2B, upcoming enhancements include real-time discount synchronization with distributors, improved checkout system stability, refinement of product master data and catalog management, and expanded educational initiatives to help pharmacy partners maximize the value of the GPOS ecosystem across Indonesia.

Innovating Together with Indonesian Pharmacies

For GPOS, customer satisfaction surveys represent more than a performance measurement—they are an integral part of building a platform that evolves alongside the needs of pharmacies. By listening directly to user experiences and translating those insights into product innovation, GPOS remains committed to delivering digital solutions that are increasingly relevant, efficient, and value-adding for pharmacy operations throughout Indonesia.

GPOS also extends its sincere appreciation to all pharmacies that participated in the First Half 2026 User Satisfaction Survey. Every piece of feedback plays a vital role in strengthening Indonesia's digital pharmacy ecosystem—making it more stable, efficient, and better equipped to support the evolving needs of healthcare services.