Health Mart, Publix pharmacies top customer-satisfaction rankings

September 4, 2016

Both brick-and-mortar and mail-order pharmacies receive high scores when it comes to customer satisfaction, according to J.D. Power’s 2016 U.S. Pharmacy Study.

Both brick-and-mortar and mail-order pharmacies receive high scores when it comes to customer satisfaction, according to J.D. Power’s 2016 U.S. Pharmacy Study.

J.D. Power believes the high scores reflect an increased focus on customers, including the trend of many pharmacies adding clinics that provide wellness services traditionally not available at pharmacies.

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“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.”

The study revealed that customer-satisfaction scores at pharmacies offering wellness services such as vaccinations were nearly 20 points higher than pharmacies not providing such services. When it comes to mail-order, many customers appreciated the convenience of not having to leave home to fill prescriptions. “Great staff and an easy, efficient ordering process are common traits of both types of pharmacy experiences,” Johnson said.

In the brick-and-mortar category, Health Mart ranked the highest. It received 898 points on a 1,000-point scale. Customers cited the chain’s non-pharmacist staff, cost competitiveness, and pharmacists. Good Neighbor Pharmacy ranked second in the category with 896 points.

Sam’s Club received the highest scores for mass merchandizers (883). It received high marks for staff and the prescription ordering/pick-up process. Costco (880) ranked second. Publix received the highest customer-satisfaction scores (912) for supermarket pharmacies. It was followed by Wegmans (891).

 

Customers gave Kaiser Permanente the highest scores for mail-order pharmacy. It received high marks for both its non-pharmacist staff and its prescription ordering process. Humana (890) ranked second.

The study measures customer satisfaction at brick-and-mortar pharmacies in the areas of prescription ordering/pick-up process, store, cost competitiveness, non-pharmacist staff, and pharmacist. Mail-order pharmacies are measured in the areas of prescription ordering process, prescription delivery, non-pharmacist staff, cost competitiveness, and pharmacist.

Study results are based on 14,789 responses from customers who either filled or refilled a prescription in the three months prior to June 2016.