Table of Contents
BOULDER, Colo. — Publix Supermarket Inc.’s pharmacy operation is North America’s favorite, based on customer satisfaction according to a study of 3,600 consumers conducted by Market Force Information, a provider of customer intelligence solutions.
Publix Supermarket Inc.’s pharmacy operation is North America’s favorite, based on customer satisfaction according to a study of 3,600 consumers conducted by Market Force Information, a provider of customer intelligence solutions.
Target was a close second, and Kroger ranked third. All three received high marks in such operational attributes as service, cleanliness, atmosphere and checkout times. The study was designed to uncover which pharmacies consumers prefer for their health and wellness needs as well as why they favor one pharmacy over another. When asked to rate their satisfaction with their most recent pharmacy experience and their likelihood to refer that pharmacy, consumers scored Publix above all others. Target, Kroger, Costco and Rite Aid also ranked high on the "customer delight" index.
Market Force also looked at the types of pharmacies consumers patronize the most, asking where they primarily go for their prescriptions. National and regional pharmacy chains topped the list with 43%, while mass retailers ranked second at 19% and supermarket pharmacies ranked third with 14%. When participants were asked to name their primary pharmacy chain, Walgreens (18%) and CVS (17%) were neck and neck, trailed by Walmart (12%),and Target and Rite Aid (each 5%).
