Pharmacy Digital Experience Study
Benchmark Pharmacy Digital Experiences Across desktop website, mobile website, and mobile app.
The Pharmacy Digital Experience Study (PDES) provides an objective assessment of customer satisfaction with pharmacy digital experiences. The study benchmarks leading pharmacy brands and evaluates how well desktop websites, mobile websites, and mobile apps meet customer expectations across common pharmacy tasks and interactions.
What It Measures
A Complete View of the Digital Pharmacy Experience
The study evaluates the effectiveness of pharmacy digital channels across key customer journeys, including:
- Manage refills
- View prescriptions
- View recent orders
- Review rewards information
- Submit a new prescription or transfer a prescription
- Schedule vaccines and immunizations
- Find pharmacy locations and contact information
- Update account information
- Request delivery and track order status
- Check drug interactions and side effects (website only)
Factors and weighting schemes vary by segment.
Includes:
- Website experience benchmarking
- Mobile app experience benchmarking
- Cross-industry digital experience comparisons
- Feature and functionality importance analysis
- PowerSource reporting and competitor comparisons
How it works
How the Pharmacy Digital Experience Study Works
- Surveys pharmacy customers about their digital interactions
- Measures satisfaction across desktop website, mobile website, and mobile app
- Assesses performance on critical pharmacy tasks and journeys
- Benchmarks pharmacy brands against industry peers
- Identifies digital features that drive customer satisfaction
Core Strengths
Improve the Digital Pharmacy Experience
- Understand how customers interact with your digital channels
- Determine how effectively digital touchpoints meet customer expectations
- Identify strengths and weaknesses across desktop website, mobile website, and mobile app.
- Benchmark against top-performing pharmacy brands
- Prioritize investments that improve customer satisfaction and business outcomes
Business Impact
Drive Better Digital Engagement and Satisfaction
• Reveals which digital capabilities matter most to customers
• Highlights opportunities to improve desktop website, mobile website, and mobile app.
• Helps prioritize resources toward high-impact improvements
• Provides competitive intelligence on digital leaders inside and outside the pharmacy industry
• Supports ROI optimization through more effective digital experiences
Key Dates
2026
Fielding Begins: March 2026
Publish: August 25, 2026
Press Release: September 1, 2026
Subject to change (Updated 03/18/2026)
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. Brands ranking highest within award-eligible segments and meeting award criteria may enter into a licensing agreement through the JD Power Awards Program. Subscription to the study is required to participate.
Companies ranking above the segment average and subscribing to the study may also commission a JD Power Performance Report. These custom reports highlight above-average performance and are developed and designed by JD Power using study data and insights.
Brands Targeted to be Profiled (Final list available upon publication)
Profiled Brands
2026 Brick-and-Mortar Pharmacies
Final list available upon publication.
Albertsons
Costco
CVS Pharmacy
Fry’s Pharmacy
Giant Eagle
H-E-B
Hy-Vee
Kaiser Clinics
Kroger
Publix
Safeway
Sam’s Club
U.S. Department of Veterans Affairs*
Walgreens
Walmart
Wegmans
*Not award eligible
2026 Mail Order Pharmacies
Final list available upon publication.
AllianceRx Walgreens Prime
Amazon Pharmacy
CenterWell
CVS Caremark
Express Scripts Pharmacy
Kaiser Permanente Pharmacy
OptumRx
U.S. Department of Veterans Affairs*
Walmart Pharmacy Mail Services
*Not award eligible
Designed for Pharmacy Leaders
- Digital experience leaders
- Pharmacy operations executives
- Mobile app and website product managers
- Customer experience teams
- Marketing and digital strategy leaders
- Loyalty and engagement teams
- Competitive intelligence and strategy professionals
PowerSource
Make Decisions with Confidence
Subscribers gain access to benchmark reporting, competitor analysis, rankings, and additional insights through PowerSource.
