The JD Power Pharmacy Digital Experience StudySM (PDES) provides an objective assessment of pharmacy customer satisfaction with provider digital experiences. The study sets a benchmark for leading pharmacies vs. their industry peers and explores overall website, mobile app, and text messaging functionality, and the relative importance of various features and capabilities to users.
Benefits
- Understand how customers currently interact with your brand
- Determine how well your digital touch points meet—or fail to meet— customer expectations
- Discover which companies perform highest digitally (and what they are doing right) within the pharmacy industry and cross-industry
- Identify the areas of your website, mobile app and text messaging that need improvement
- Improve ROI by deploying resources to improve areas that will have the greatest impact on customer satisfaction
- Understand how customers currently interact with your brand
- Determine how well your digital touch points meet—or fail to meet— customer expectations
- Discover which companies perform highest digitally (and what they are doing right) within the pharmacy industry and cross-industry
- Identify the areas of your website, mobile app and text messaging that need improvement
- Improve ROI by deploying resources to improve areas that will have the greatest impact on customer satisfaction
Experiences Explored
- Manage refill
- View prescriptions
- View recent orders
- Review my rewards
- Submit a new prescription/transfer a subscription
- Schedule a vaccine/immunization
- Find a pharmacy location/contact information
- Change my account information
- Request delivery/check delivery status
- Check drug interactions/side effects (website only)
* Factors and weighting scheme will vary by segment
- Manage refill
- View prescriptions
- View recent orders
- Review my rewards
- Submit a new prescription/transfer a subscription
- Schedule a vaccine/immunization
- Find a pharmacy location/contact information
- Change my account information
- Request delivery/check delivery status
- Check drug interactions/side effects (website only)
* Factors and weighting scheme will vary by segment
Key Dates
- Fielding Begins: March 2026
- Publish: August 25, 2026
Press Release: September 1, 2026
(Subject to change; updated 03/18/2026)
- 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. 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.
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.
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
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.
Brands Targeted to be Profiled
Final list will be available upon publication.
Final list will be available upon publication.
Brick and Mortar
- 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
Mail Order
- 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
Recent Healthcare Press Releases
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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.