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. That counts transactions rather than people, so it 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 explains almost every new service decision, because turnover is the product of how many people come in and what happens while they are there, so less footfall means more has to be earned from each visit. That is why the Rohertragsquote and the value of each visit become the first questions.

An adviser's rule of thumb from 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 because they show that frequency and value per visit are one calculation rather than two.

The same arithmetic applies to Umsatz je Mitarbeiter, because staffing is planned against expected traffic, so falling traffic leaves paid hours at a quieter counter. No frequency benchmark is quoted here, and the 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 changes how a service is planned, because a walk in is unpredictable and can only be served with capacity that was already standing there, whereas a booked appointment has a time, a name and a known duration:

• It can be staffed deliberately, because the duration is known in advance.
• It can be run in a room rather than at the till, in the apothekenübliche Dienstleistung sense.
• It can be prepared before the customer arrives at the pharmacy.

That is also how a pharmazeutische Dienstleistung is designed to work, with a defined protocol and a defined duration.

Read that way, Kundenfrequenz is a warning signal and a planning number at the same time, because it tells a pharmacy how much of its day is already committed and which hours could still take a scheduled appointment.