Customer Satisfaction Remains High as Pharmacy Services, Delivery Methods Evolve

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)

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

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

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

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]

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SOURCE J.D. Power