TROY, Mich. — The pharmacy customer satisfaction landscape is shifting, according to the J.D. Power 2026 U.S. Pharmacy Study, with mail-order and brick-and-mortar pharmacies moving in opposite directions. Customer satisfaction with mail-order pharmacies edged up two points from 2025 to 699 on a 1,000-point scale, driven by strong live-agent support and convenient digital services. In contrast, satisfaction with brick-and-mortar pharmacies fell seven points year over year to 669, reflecting declining customer trust and perceived value. The findings highlight growing consumer demand for a seamless experience that combines personalized service with easy-to-use digital tools across both pharmacy channels.
“In today's pharmacy environment, the direct human interaction and effortless convenience are non-negotiable when it comes to customer satisfaction," said Meaghan Hafner, senior director of Healthcare Solutions at JD Power. "Whether customers are interacting with a pharmacist over the phone for a mail-order prescription or picking up medication at a brick-and-mortar location, they value empathetic, knowledgeable staff and easy access to services. Digital tools, when integrated effectively, enhance this experience. Pharmacies that successfully deliver personal touches and digital efficiency will build lasting loyalty.
“Additionally, study data shows that while mail-order pharmacies are making progress through enhanced personal and digital interactions, the declining ability to effectively resolve problems poses a significant risk. Meanwhile, brick-and-mortar pharmacies face an urgent need to rebuild trust and demonstrate value to customers, even as their digital offerings show promise.”
Study Rankings
Good Neighbor Pharmacy ranks highest among brick-and-mortar chain drug store pharmacies with a score of 748. Health Mart (747) ranks second and CVS Pharmacy (653) ranks third.
Sam’s Club ranks highest among brick-and-mortar mass merchandiser pharmacies for an 11th consecutive year, with a score of 786. Costco (770) ranks second.
H-E-B ranks highest among brick-and-mortar supermarket pharmacies with a score of 773. Wegmans (749) ranks second and Publix (741) ranks third.
Amazon Pharmacy ranks highest in the mail order segment with a score of 745. Kaiser Permanente Pharmacy (733) ranks second and Walmart Pharmacy Mail Services (714) ranks third.
The U.S. Pharmacy Study, now in its 18th year, measures customer satisfaction with brick-and-mortar and mail order pharmacies. The 2026 study is based on responses from 14,144 pharmacy customers who filled a prescription within the past 12 months and was fielded from May 2025 through May 2026.
For more information about the U.S. Pharmacy Study, visit https://www.jdpower.com/business/u-s-pharmacy-study/.
