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Customer Satisfaction Remains High as Pharmacy Services, Delivery Methods Evolve

Health Mart, Publix, Sam's Club, Kaiser Permanente Pharmacy Rank Highest in Respective Segments

J.D. Power corporate logo.

News provided by

J.D. Power

Aug 29, 2016, 08:00 ET

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COSTA MESA, Calif., Aug. 29, 2016 /PRNewswire/ -- High customer satisfaction with both mail order and brick and mortar pharmacies is reflective of an increased focus on customers and the growing trend of clinics being added to pharmacies, according to the J.D. Power 2016 U.S. Pharmacy Study,℠ released today.

Having prescriptions delivered by mail is convenient and cost effective, and more customers are turning to that method of delivery. At the same time, however, customers choosing to visit a pharmacy are often finding more available wellness services being provided.

"Increasingly, customers are turning two errands into one when, for example, they need to pick up a prescription and get a flu shot," said Rick Johnson, director of the healthcare practice at J.D. Power. "Pharmacies that are cognizant of their customers' needs—and their time—will likely continue to achieve high satisfaction." Overall satisfaction with pharmacies where wellness services have been used is nearly 20 points higher than when those services have not been used.

Though mail order and in-person experiences are very different, the highest-scoring pharmacies share two traits. "Great staff and an easy, efficient ordering process are common traits of both types of pharmacy experiences," Johnson said.

Key Findings by Segment

  • Health Mart ranks highest overall among brick and mortar chain drug stores (898 on a 1,000-point scale), performing particularly well in the store; non-pharmacist staff; cost competitiveness; and pharmacist factors. Good Neighbor Pharmacy ranks second (896). Average overall satisfaction in the chain drug store segment is 863.
  • Sam's Club ranks highest overall among brick and mortar mass merchandisers (883), performing particularly well in non-pharmacist staff; pharmacist; and prescription ordering/pick-up process. Costco ranks second (880). Average overall satisfaction in the mass merchandiser segment is 851.
  • Publix ranks highest overall among brick and mortar supermarkets (912), performing particularly well in store; non-pharmacist staff; pharmacist; and prescription ordering/pick-up process. Wegmans ranks second (891). Average overall satisfaction in the supermarket segment is 874.
  • Kaiser Permanente Pharmacy ranks highest overall in mail order (906), performing particularly well in prescription ordering process and non-pharmacist staff. Humana RightSourceRx ranks second (890). Average overall satisfaction in the mail order segment is 869.

For the eighth consecutive year, the Veterans Administration mail order pharmacy (CMOP) is one of the highest-performing pharmacies in the mail order pharmacy segment. The Department of Veterans Affairs pharmacy service is open only to veterans of the U.S. military and their families and therefore is not included in the official rankings. 

About the Study
The 2016 U.S. Pharmacy Study, now in its eighth year, measures customer satisfaction with brick and mortar pharmacies across five factors: prescription ordering/pick-up process; store; cost competitiveness; non-pharmacist staff; and pharmacist. Satisfaction with mail order pharmacies is measured across five factors: prescription ordering process; prescription delivery; non-pharmacist staff; cost competitiveness; and pharmacist.

The study is based on responses from 14,789 pharmacy customers who filled a new prescription or refilled a prescription during the three months prior to the survey period of June 2016.

Study Rankings

J.D. Power 2016 U.S. Pharmacy Satisfaction Study

Brick and Mortar—Chain Drug Store
(Based on a 1,000-point scale)

Overall Index Scores 


JDPower.com Power Circle ratings

Health Mart 

898

5

Good Neighbor Pharmacy      

896

5

Walgreens  

865

3

Chain Drug Store Average    

863

3

Rite Aid Pharmacy

856

3

CVS/pharmacy

853

2

Brick and Mortar—Mass Merchandiser
(Based on a 1,000-point scale)

Overall Index Scores


JDPower.com Power Circle ratings

Sam's Club  

883

5

Costco   

880

5

Target 

875

4

ShopKo

874

4

Kmart 

862

4

Meijer

857

4

Mass Merchandiser Average 

851

3

Walmart

844

3

CVS within a Target

829

2

Brick and Mortar—Supermarket
(Based on a 1,000-point scale)

Overall Index Scores


JDPower.com Power Circle ratings

Publix

912

5

Wegmans 

891

4

H-E-B

880

3

Kroger 

877

3

Supermarket Average

874

3

ShopRite 

869

3

Hy-Vee

868

3

Albertsons 

860

3

Stop & Shop 

859

2

Giant  

855

2

Safeway

841

2

Giant Eagle 

840

2

Mail Order
(Based on a 1,000-point scale)

Overall Index Scores


JDPower.com Power Circle ratings

Kaiser Permanente Pharmacy

906

5

Humana RightSourceRx  

890

4

Walgreens Mail Service 

886

4

Walmart Pharmacy Mail Services

882

4

Optum Rx 

869

3

Mail Order Average

869

3

Express Scripts

866

3

CVS/caremark

853

3

Aetna Rx Home Delivery

841

2

Prime Therapeutics

823

2

Cigna Home Delivery Pharmacy Program

818

2

Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

Media Relations Contacts
John Tews; J.D. Power; Troy, Mich.; 248-680-6218; [email protected]
Geno Effler; J.D. Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

Logo - http://photos.prnewswire.com/prnh/20130605/LA26502LOGO

SOURCE J.D. Power

Related Links

http://www.jdpower.com

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