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Study eyes customer satisfaction in Rx

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COSTA MESA, Calif. — Customer satisfaction with pharmacies continues to score high in the 10th annual U.S. Pharmacy Study from J.D. Power and Associates. Key factors include the availability of health and wellness services in brick-and-mortar pharmacies and the timeliness of delivery for mail order pharmacies, the firm announced last month.

On the brick-and-mortar side, no pharmacy chain scored higher than Good Neighbor Pharmacy, a Covington, Ky.-based network of more than 4,500 independent pharmacies. J.D. Power assigned a score of 903 to Good Neighbor. The second-highest score was earned by Health Mart, at 890. Rite Aid Corp. was third, with a score of 846.

This year’s highest-ranking mail-order pharmacy was Humana Pharmacy (885), followed by Kaiser Permanente Pharmacy (886). Express Scripts (862) rounded out the top three.

Sam’s Club scored highest among brick-and-mortar mass merchant pharmacies, at 892, followed by Costco Wholesale Corp., at 860, one point ahead of CVS Pharmacy inside Target Corp. stores.

Wegmans Food Markets Inc. scored highest among brick-and-mortar supermarkets — and had the highest score overall — at 906. H-E-B had the second-highest score (897), and Publix Super Markets Inc., at 891, ranked third. Among the pharmacy segments included in the survey, supermarkets had the highest satisfaction level (863).

“Legacy pharmacy players have invested heavily in delivering superior service, while brick-and-mortar pharmacies are starting to reap significant customer satisfaction gains from retail-style clinics offering health and wellness services,” said Greg Truex, senior director and health care practice leader at J.D. Power.

Scores are based on responses from 10,749 pharmacy customers who filled a prescription during the three months prior to the survey, which was conducted in May and June, J.D. Power said in a statement.

Among other findings, the survey showed that consumers in the United States love their pharmacies: The average customer satisfaction score for brick-and-mortar pharmacies (847 on a 1,000-point scale) and mail order (859) compare favorably with other high-scoring industries evaluated by J.D. Power, including direct banks (863), property and casualty insurers (860) and full-service investment advisers (839).

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