The Challenge

Pharmacy customers are confronting trends such as industry consolidations, mandatory mail-order programs, and new forms of receiving service at the point-of-sale. How do pharmacy customers rate their experiences with these evolving drug distribution channels in the U.S.? How does the pharmacist impact satisfaction and sales? In what situations are cost, convenience, or customer service the most influential concerns?

The Solution

The J.D. Power U.S. Pharmacy StudySM provides both retail and mail-order pharmacy executives with the information necessary to achieve better business outcomes by improving customer satisfaction. One of the most effective and economical ways to optimize marketing practices and maximize pharmacy profits is to provide service experiences that exceed customers’ expectations. While other studies compare products sold, this study provides a framework to help pharmacies define where and how customer service experiences are working best and where there is room for improvement. Specific customer satisfaction areas addressed in the study include:

  • Experience with pharmacist and non-pharmacist staff
  • Pharmacy location and environment
  • Shopping behavior, cross-purchasing, and purchase experience
  • Impact of new service models on satisfaction
  • Experience with prescription ordering and pick-up/delivery in retail, as well as ordering via mail
  • Loyalty and purchase behavior dynamics, including integrated delivery systems
  • Out-of-pocket price sensitivity and perceived value of prescription drugs
  • Demographics, disease state, and customer profiles

The Benefits

The study measures customer satisfaction with their pharmacy experience across major chain drug stores, mass merchandisers, supermarkets, and mail-order pharmacies. Study findings will allow you to:

  • Determine critical factors that drive customer satisfaction with the retail and mail-order pharmacy experience
  • Benchmark performance across key performance indicators
  • Optimize the impact that pharmacists and non-pharmacist staff may have on the overall customer experience
  • Compare performance of major pharmacy brands to provide retail and business-to-business customers with detailed information on which to base their retail, mail-order pharmacy, and PBM choices