Pharmacy customers prefer community pharmacies over mail order

October 2, 2012

The level of satisfaction reported by customers who use community pharmacies is higher than the satisfaction of customers who use mail order, according to a recent JD Power and Associates 2012 U.S. Pharmacy Study.

The level of satisfaction reported by customers who use community pharmacies is higher than the satisfaction of customers who use mail order, according to a recent JD Power and Associates 2012 U.S. Pharmacy Study.

On a 1,000-point scale, brick-and-mortar pharmacies were ranked at 814 on average for pharmacy satisfaction compared to only 792 on average for mail order. The satisfaction level for mail order in 2012 dropped 14 points compared to the average level in 2011.

The study was based on survey responses from more than 12,700 pharmacy customers who filled a new prescription or refilled a prescription within the 3 months before the survey period. The survey was conducted during July and August 2012.

"Among chain pharmacies,