CVS Pharmacy named Drug Retailer of the Year

CVS Health is arguably single-handedly reaffirming the elevated status of the community pharmacy.

In combination with its other businesses, its CVS Pharmacy locations are integral to a thriving enterprise that has the goal of reimagining health care.

Bucking the trend of retrenchment across the chain drug sector, CVS Pharmacy’s business grew last year, chairman, president and chief executive officer David Joyner said at the company’s Investor Day last month.

“And now [that] we have a path forward in terms of being able to continue to invest, it will become the gateway to this enterprise,” he said.

In recognition of its accomplishments, the editors of MMR and Chain Drug Review have named CVS Pharmacy their Drug Retailer of the Year.

CVS Pharmacy serves nearly half of the people in the U.S., “and for more than 60 years, we’ve cultivated that local presence … where our customers seek care … have health care simplified and access items they need quickly,” Len Shankman, president of the company’s Pharmacy & Consumer Wellness segment, told investors. He went on to note how CVS Pharmacy is “supercharging” its local presence and heritage by “seamlessly networking stores virtually, digitally through the CVS Health app and … with other enterprise assets.” 

Chief merchandising officer Musab Balbale says the company “delivered positive growth in the front store in 2025, both with increased trips and in our customer base. Our growth reflects the trust customers place in us and the value we deliver.” 

Balbale says CVS Pharmacy has a long legacy of serving local communities and meeting customers and patients where they are and when they need support. With more than 9,000 stores, “we’re a trusted partner across the country helping people get and stay healthy.”

But the retailer knows that customers turn to it for other parts of their lives as well. In fact, it believes “CVS Pharmacy is the go-to community destination,” said Balbale, “a place where trusted care meets everyday convenience.”

Whether it’s offering caring expertise to keep customers healthy or convenient access to their day-to-day needs, “we’re focused on making their day easier by showing up in the small moments that make a big difference,” he said. “We provide pharmacy care and support and health and wellness essentials and also help celebrate life’s moments big and small with greeting cards, beauty products or fun seasonal merchandise. We want to make sure we can meet all of those needs — that we are a true community destination — and no retailer is better positioned than us to continue to be a trusted partner for communities far into the future.

Addressing the synergies of the pharmacy with MinuteClinic, he said if clinic patients receive guidance to use a medication — whether a prescription or over-the-counter product — they have the option to fill the prescription or buy the product at any pharmacy or retailer they choose. “We work hard to ensure the best experience for our customers in hopes that they choose to do so at CVS Pharmacy,” Balbale said.

“All of our CVS Pharmacy stores, whether they have a MinuteClinic or not, have a robust selection of over-the-counter medications and health and wellness products to support customers who need symptom support when they are sick or if a provider recommends a product. We’re also seeing a shift in how people think about their health, from reactive care to proactive wellness and are evolving our assortment to meet customers on that journey.”

This winter, CVS Pharmacy is seeing demand for seasonal vaccinations, like flu, COVID-19 and RSV, across its pharmacies. It has ample supply and can support patients who choose to get a vaccination to help protect themselves, their family and their community.

A recent CVS Health survey found that more than three-quarters (77%) of adults trust their local pharmacist, and 84% view pharmacies as credible sources of health care. “Immunizations are an important way our pharmacy teams build trust,” Balbale commented. “Our patients rely on our pharmacy teams to educate them about their options and answer any questions they may have.

In the front end, CVS Pharmacy last year generated gains (both with increased trips and in the customer base). “Our growth reflects the trust customers place in us and the value we deliver,” said Balbale.

The retailer knows that it needs to deliver an experience that feels personal — to the customer and community — and it’s doing that in a variety of ways, including taking a look at assortment to make sure it’s localized as well as through digital tools and personalized offers for ExtraCare members, he noted.

“We are removing barriers with purpose, so care fits easily into everyday life,” he said. “As a result, we take a digital-first, not digital-only approach to our offerings and services. We know our customers don’t just shop one channel, and we work hard to meet them when, where and how they need us. That means having robust digital tools but also maintaining our nationwide footprint for those who prefer an in-person store experience.

“That seamless blend of both online and in-person experiences conveniently located near you is something that only CVS Pharmacy can deliver. To do that, our omnichannel experiences enable self-service, optimize convenience, and offer flexibility across our front store and pharmacy. The CVS Health app allows patients to manage simple tasks — like refilling prescriptions or checking prescription status — on their own, freeing up our pharmacy teams to focus on clinical work like dispensing medications, administering vaccinations, and providing one-on-one care and counsel.”

At a minimum, CVS Pharmacy is focused on bringing together quality, convenience and cost so that everyday purchases feel like a smart choice.

At Investor Day, Shankman closed by focusing on the vision for CVS Pharmacy, noting that “our customers’ well-being and experience will remain our primary ambition.” He highlighted three core guiding principles: 

• “Health care is best delivered locally, in the community.

• It’s best delivered by trusted, caring and tech-enabled colleagues.