We are an industry association of online pharmacy businesses that dispense pharmaceuticals and maintenance medications from licensed pharmacies upon receipt of a valid prescription. Our organization's reputation is built on extensive Standards of Practice and Policies that are layered on top of the regulation of pharmacy where our member businesses operate.

The purpose of this project is to assess the phone and online chat procedures of each member business to ensure that frontline agents instill confidence with customers and have information to share that supports the reputational elements of the Association.

The project requires the development of a caller script to address the scope of the information being sought, and then 'secret shopping' calls to be placed to each of the member websites. no purchases will be made by the interns. Depending on the depth of the script that is developed, more than one call to each member may be necessary to obtain all information.