Community Pharmacy Services Keep Customer Satisfaction High

AUGUST 28, 2016
Katie Eder, Director of Content
Meanwhile, supermarket pharmacies’ overall scores improved from 851 points last year to 874 this year. Publix (912) earned the highest score overall, as well as in its category, where it was followed by Wegmans (891).

The higher scores for all brick-and-mortar pharmacy categories reflects an increased focus on customers and the growing trend of pharmacy-based convenient care clinics, as those choosing to visit a pharmacy are often finding more wellness services being provided today.
“Increasingly, customers are turning 2 errands into one when, for example, they need to pick up a prescription and get a flu shot,” said Rick Johnson, director of the health care practice at J.D. Power. “Pharmacies that are cognizant of their customers’ needs—and their time—will likely continue to achieve high satisfaction.”
At the same time, more customers are turning to mail-order pharmacies because of convenience and cost effectiveness. In this category, Kaiser Permanente Pharmacy ranked highest (906 points), followed by Humana RightSourceRx (890 points). Average overall satisfaction in the mail-order segment was 869.

All results are based on responses from 14,789 pharmacy customers who filled a new prescription or refilled a prescription during the 3 months prior to the survey period of June 2016. Customer satisfaction with brick-and-mortar pharmacies was measured across 5 factors: 1) prescription ordering/pick-up process, 2) store, 3) cost competitiveness, 4) nonpharmacist staff, and 5) pharmacist. Satisfaction with mail-order pharmacies was measured across prescription ordering process, prescription delivery, nonpharmacist staff, cost competitiveness, and pharmacist.