Pharmacy customers want self-service

August 26, 2008

The Wilson Rx Pharmacy Satisfaction Survey Report indicates pharmacy customers see convenience, price, and overall pharmacy services as key to customer satisfaction.

Seven out of 10 pharmacy customers of the leading retail chains would like to be able to pickup and drop off prescriptions at kiosks, according to the consumer research firm Wilson Health Information, LLC.

More than 70 percent also reported waiting in line at least five minutes to pick up prescriptions, a 10 percent increase from last year. The Wilson Rx Pharmacy Satisfaction Survey Report indicates pharmacy customers see convenience, price, and overall pharmacy services as key to customer satisfaction. "Retailers are struggling with prescription volumes, staffing shortages, hours of operation, reimbursement changes and wait times and they want increased hours of services," Jim Wilson, president of Wilson Health Information, said. "As a result, customers are reporting increased frustration with long wait times and limited pharmacy hours, so pharmacies must find ways to improve the overall shopping experience and drive customer loyalty."

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