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WESTLAKE VILLAGE, Calif. — Pharmacists and pharmacy staff play a critical role in customer relations at brick-and-mortar pharmacies, according to a new survey from J.D. Power and Associates, which finds that consumer satisfaction with pharmacies has remained stable this year despite ongoing turmoil in the health care sector.
Pharmacists and pharmacy staff play a critical role in customer relations at brick-and-mortar pharmacies, according to a new survey from J.D. Power and Associates, which finds that consumer satisfaction with pharmacies has remained stable this year despite ongoing turmoil in the health care sector.
While most brick-and-mortar pharmacies delivered a satisfying customer experience in 2015, J.D. Power reported a slight decline in overall customer satisfaction at mail-order pharmacies.
The survey results are summarized in a report titled "J.D. Power 2015 U.S. Pharmacy Study," released last month. The report calculates satisfaction on a 1,000-point scale and shows that overall satisfaction with supermarket pharmacies increased to 851 from 843 in 2014; satisfaction with drug store pharmacies improved 2 points to 842; satisfaction with mass merchandiser pharmacies declined to 822 from 830; and satisfaction with mail-order pharmacies fell 2 points to 820.
Customer satisfaction with brick-and-mortar pharmacies is measured across five factors — prescription ordering, store, cost competitiveness, non-pharmacist staff and pharmacist. Satisfaction with mail-order pharmacies is measured across four factors — cost competitiveness, prescription delivery, prescription ordering process and customer service experience.
Wegmans Food Markets Inc. had the highest customer satisfaction score (887) in the supermarket segment, followed by Publix Super Markets Inc. (871), H-E-B (866) and Kroger Co. (861). Among traditional drug store pharmacies, Good Neighbor Pharmacy is No. 1 for the second straight year, with a score of 876. Health Mart, at 871, had the category’s second-highest score. Right Aid Corp., at 840, had the top satisfaction score among the nation’s largest chains.
