The JD Power U.S. Pharmacy Study profiles the experiences of customers from the largest pharmacies in the United States. This research details the importance and impact of the overall customer experience on satisfaction and explores customer experiences across five segments: Chain Drug Stores, Mass Merchandisers, Supermarkets, Hospital/Clinics (non-award segment), and Mail Order.
Benefits
Why subscribe?
Study results help pharmacy leaders make data-driven decisions based on feedback from real customers. Subscribers have access to competitive intelligence about key drivers of pharmacy customer satisfaction as well as loyalty and advocacy metrics. Subscribers also receive an executive briefing which includes explores key trends across the industry.
Why subscribe?
Study results help pharmacy leaders make data-driven decisions based on feedback from real customers. Subscribers have access to competitive intelligence about key drivers of pharmacy customer satisfaction as well as loyalty and advocacy metrics. Subscribers also receive an executive briefing which includes explores key trends across the industry.
Experiences Explored
This study explores customer perceptions of the following the following aspects of the brick-and-mortar and/or mail order pharmacy experience:
- Pharmacy offerings meet my needs - medication & health and wellness services
- Resolving problems or complaints
- Helping to save me time or money
- Able to get prescription how/when I want
- Digital channels - website, mobile app, text
- People - pharmacy techs, general staff, call center agents
- My level of trust with [brand]
This study explores customer perceptions of the following the following aspects of the brick-and-mortar and/or mail order pharmacy experience:
- Pharmacy offerings meet my needs - medication & health and wellness services
- Resolving problems or complaints
- Helping to save me time or money
- Able to get prescription how/when I want
- Digital channels - website, mobile app, text
- People - pharmacy techs, general staff, call center agents
- My level of trust with [brand]
Key Dates
- 2026 Study Fielding Begins: May 2025
- 2026 Wave 1 Publishes: October 14, 2025
- 2026 Wave 2 Publishes: January 13, 2026
- 2026 Wave 3 Publishes: April 8, 2026
- 2026 Final Results Publish: July 21, 2026
- 2026 Press Release: July 28, 2026
- 2027 Study Fielding Begins: May 2026
- 2027 Wave 1 Publishes: October 13, 2026
- 2027 Wave 2 Publishes: January 12, 2027
- 2027 Wave 3 Publishes: April 7, 2027
- 2027 Final Results Publish: July 20, 2027
- 2027 Press Release: July 27, 2027
(Updated 02/05/2026)
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite. Learn More
See how our Awards make an impact: U.S. Pharmacy Study Award Information
Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn More
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite. Learn More
See how our Awards make an impact: U.S. Pharmacy Study Award Information
Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn More
Profiled Brands
Brands Targeted to be Profiled
(Final list available upon study publish)
Chain Drug Stores
- CVS Pharmacy
- Good Neighbor Pharmacy
- Health Mart
- Walgreens
Hospital or Clinics^
- Kaiser Clinics
- U.S. Department of Veterans Affairs*
Mail Order
- AllianceRx Walgreens Prime
- Amazon Pharmacy
- CenterWell
- CVS Caremark
- Express Scripts**
- Kaiser Permanente Pharmacy
- OptumRx
- U.S. Department of Veterans Affairs (Mail Order)*
- Walmart Pharmacy Mail Services
Mass Merchandisers
- Costco
- CVS/pharmacy inside Target
- Meijer
- Sam's Club
- Walmart
Supermarkets
- Albertsons
- Fry's Pharmacy
- Giant Eagle
- Giant Food Pharmacy
- H-E-B
- Hy-Vee
- Kroger
- Publix
- Safeway
- Smith's
- Walmart Neighborhood Market
- Wegmans
*Not award eligible
**Express Scripts includes customers of Cigna
^No award for this segment
(Updated 05/15/2026)
Make decisions with confidence
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
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For all other inquiries, you can contact us here.
JD Power studies, products, and services are available for purchase. If you’re interested in subscribing to a JD Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a JD Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.