J.D. Power survey: Customers satisfied with pharmacies

WESTLAKE VILLAGE, Calif. — J.D. Power’s 2015 U.S. Pharmacy Study was released Monday, and it highlights that patients remain satisfied with their pharmacies despite myriad changes to the healthcare landscape in recent years. The study ranks satisfaction on a scale of 1,000, and was conducted in May and June among almost 15,000 respondents. 

 

When it comes to supermarket pharmacies, customers showed a satisfaction level of 851, up from last year’s 843, and chain pharmacy satisfaction level was gauged at 842 — a two-point improvement over 2014. There were some drops in satisfaction with mail-order pharmacies, which dropped two points to 820, and with mass merchandiser pharmacies, which saw customer satisfaction go from 830 last year to 822 in 2015. 

 

“The healthcare industry has undergone tremendous changes in recent years, and more changes are coming, so stable customer satisfaction with pharmacies is very positive,” J.D. Power’s director of healthcare practice Rick Johnson said. “Pharmacies serve as a benchmark for other entities in the healthcare ecosystem, as they continue to have the highest levels of customer satisfaction in the healthcare industry, demonstrating that focusing on customer satisfaction is good for both patients and businesses.”

 

The study also offers some insights into pharmacy spending. In particular, it found that out-of-pocket spending by brick-and-mortar pharmacy customers rose by $1 over last year to $23, but mail-order out-of-pocket fees are down to $32 compared to $35 last year. 

 

J.D.Power also offers insights as to how health and wellness pharmacy services can grow a customer base, as 63% of customers who take advantage of these services “definitely will” recommend their pharmacy to a friend. Fifty-five percent of those who don’t use the services “definitely will” recommend their pharmacy to a friend. 

 

Among branded independent pharmacies, Good Neighbor Pharmacy ranked highest in the survey, with a customer satisfaction leve of 876. Trailing it are Health Mart pharmacies (871) and Medicine Shoppe pharmacies (861). Among mass merchandiser pharmacies, Target (858) outstripped Sam’s Club (847) and Meijer (842). When it comes to supermarket pharmacies, Wegman’s was highest ranked with a satisfaction level of 887, followed by Public (871) and H-E-B (866).