Article
Author(s):
Despite e-commerce disruptions to the industry, a recent study found that the United States pharmacy industry continues to maintain high levels of customer satisfaction in both the brick-and-mortar and mail order segments.
Despite e-commerce disruptions to the industry, a recent study found that the United States pharmacy industry continues to maintain high levels of customer satisfaction in both the brick-and-mortar and mail order segments.
The 2019 JD Power U.S. Pharmacy Study also found that while pharmacy customers are slow to adopt digital offerings, satisfaction increases when they do. This year, the study—in its 11th year—is based on responses from 12,059 pharmacy customers who filled a prescription during the 3 months prior to the survey period of May-June 2019.
The researchers divided the rankings into 4 segments: brick-and-mortar chain pharmacies, brick-and-mortar mass merchandisers, brick-and-mortar supermarkets, and mail order.
The researchers also identified some key findings for the industry:
"As technology companies promise to change the way Americans address their pharmacy needs, our data suggests that changing such entrenched behavior will be an uphill battle," Gregg Truex, managing director of Health Intelligence at JD Power, said in a statement. "Customers enjoy visiting their brick-and-mortar pharmacy, and they get a great deal of satisfaction from speaking directly with pharmacists. However, the potential for technology disruption is there."
Reference
Pharmacy Customers Slow to Adopt Digital Offerings but Satisfaction Increases When They Do, J.D. Power Finds [news release]. Costa Mesa, CA; August 20, 2019: J.D. Power. https://www.jdpower.com/business/press-releases/2019-us-pharmacy-study. Accessed August 20, 2019.
Stay informed on drug updates, treatment guidelines, and pharmacy practice trends—subscribe to Pharmacy Times for weekly clinical insights.