Good Neighbor Pharmacy Receives "Highest in Customer Satisfaction" Award from J.D. Power

Independent pharmacy network takes highest honor among chain drug stores for 3rd consecutive year

Sep 03, 2015, 09:00 ET from AmerisourceBergen

VALLEY FORGE, Pa., Sept. 3, 2015 /PRNewswire/ -- Good Neighbor Pharmacy, a national independent pharmacy network, has been ranked "Highest in Customer Satisfaction among Chain Drug Stores" in the J.D. Power 2015 U.S. Pharmacy Study. This is the third year in a row that Good Neighbor Pharmacy has taken the top honor in this category, as well as its fifth recognition in six years: 2010, 2011, 2013, 2014 and 2015.

With a Customer Satisfaction Index score of 876, Good Neighbor Pharmacy ranks highest among chain drug store pharmacies; the chain drug store average score was 842. Additionally, Good Neighbor Pharmacy is the only pharmacy in its category to receive a 5, the highest rating, in the J.D.Power.com Power Circle Ratings. Power Circle Ratings are one of the only sources of consumer ratings based on independent and unbiased feedback from a representative sample of verified product and service owners.

"An exceptional patient experience is a foundational element in the growing recognition of pharmacists as a source for high-quality and convenient health services," said Dave Neu, President, Good Neighbor Pharmacy at AmerisourceBergen.  "As some of the most accessible healthcare providers, pharmacists have grown, and should continue to grow, their role in driving positive health behaviors and outcomes in their communities. The recognition by J.D. Power is a tremendous honor and indicative of the efforts and achievements of the thousands of independent pharmacists who make up Good Neighbor Pharmacy."

The study, now in its ninth year, measures customer satisfaction with pharmacies across five factors: prescription ordering; store; cost competitiveness; non-pharmacist staff; and pharmacist. Satisfaction is calculated on a 1,000-point scale. The 2015 study is based on responses from nearly 15,000 pharmacy customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. The study was fielded in May and June 2015. Key findings include:

  • While 44 percent of customers who speak with a pharmacist "strongly agree they feel loyal to their pharmacy," only 35 percent of those who do not speak with a pharmacist say the same.
  • When customers perceive their conversations are handled with discretion and a private area for discussions is provided, satisfaction improves by 99 points on the scale.
  • Offering health services can increase purchases of non-prescription items, as 60 percent of customers who use these services buy other merchandise at the pharmacy, while only 37 percent customers who don't use health services do so.

To learn more about Good Neighbor Pharmacy, visit mygnp.com. Learn more about J.D. Power at JDPower.com.

About AmerisourceBergen
AmerisourceBergen is one of the largest global pharmaceutical sourcing and distribution services companies, helping both healthcare providers and pharmaceutical and biotech manufacturers improve patient access to products and enhance patient care. With services ranging from drug distribution and niche premium logistics to reimbursement and pharmaceutical consulting services, AmerisourceBergen delivers innovative programs and solutions across the pharmaceutical supply channel in human medicine and animal health. With over $120 billion in annual revenue, AmerisourceBergen is headquartered in Valley Forge, PA, and employs approximately 16,000 people. AmerisourceBergen is ranked #16 on the Fortune 500 list. For more information, go to www.amerisourcebergen.com.

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