Kundenfrequenz

Kundenfrequenz is the count of customers who come through the door in a defined period. Most pharmacies read it from the till system, as the number of Kassenbons per day, per opening hour or per weekday, which is a count of transactions rather than of people and therefore slightly understates quiet browsing and slightly overstates split purchases. It is still the most honest single number a pharmacy has about its own traffic, and the trend in it matters far more than the level.

Frequency is the pressure behind almost every new service decision. Turnover is a product of how many people walk in and what happens while they are there, so when footfall falls, the second half of that product has to carry more. That is why the Rohertragsquote and the value of each visit move to the front of the conversation. An adviser's rule of thumb circulated in an Apotheke Adhoc interview with Bodo Schmitz-Urban in January 2025 puts the Rohertrag per customer at not below 15 euro and the personnel cost per customer at not above 7,50 euro. Those are one adviser's targets rather than an official standard, and they are useful mainly as a way of showing that frequency and value per visit are one calculation, not two.

The same pressure runs through Umsatz je Mitarbeiter, because staffing is planned against expected traffic and falling traffic leaves paid hours attached to a thinner counter. No frequency benchmark is quoted here. A useful comparison is the pharmacy's own figure a year earlier, hour by hour, since the shape of the day says more about staffing than the daily total does.

One distinction is worth making precisely, because it changes how a service is planned. A walk in is unpredictable. It arrives when it arrives, it competes with whatever else is at the counter, and it can only be served with capacity that was already standing there. A booked appointment is a different kind of visit. It has a time, a name and a known duration, so it can be staffed deliberately, run in the apothekenübliche Dienstleistung sense in a room rather than at the till, and prepared in advance. That is also how a pharmazeutische Dienstleistung is designed to work, with a defined protocol and a defined duration.

Read that way, Kundenfrequenz is not only a warning signal. It tells a pharmacy how much of its day is already committed and where a scheduled hour could actually fit.