Kmart garners top ranking on pharmacy customer satisfaction index


ANN ARBOR, Mich. — Kmart earned the top ranking — a score of 84 out of a possible 100 — in the health and wellness/pharmacy category in the recently released American Customer Satisfaction Index “Retail Report 2016.” Kmart’s ranking rose from a score of 76 the prior year, good for a 10.5% year-over-year increase.

Alberstons placed second on the list with a score of 83, followed by “all others” at 82, Kroger at 81, Target at 79, Rite Aid at 78, and CVS, Walgreens and Walmart all finishing with a score of 76. Of note, Albertsons, Rite Aid, CVS, Walgreens and Walmart all saw significant rises in year-over-year customer satisfaction, with all advancing at least 3%.

Overall, customer satisfaction in this category rose 6.8% year over year to an ACSI score of 78. Customers were especially happy with locations and operating hours of health and personal care stores, scoring an 86 in this category, beating out other retail categories.

The quality of pharmacy services also saw a strong rise in 2016, rising 4% to a score of 84. “According to customers, staff are more courteous and helpful than they were a year ago, and the checkout process, is faster (both up 5% to 83 and 79, respectively),” ACSI noted in its report. “Customers crave more sales and promotions as they still rate the feature at the low end, although there is slight improvement (up 1% to 76).

To compile its statistics, Ann Arbor-based ACSI uses data from interviews with roughly 70,000 customers annually as inputs to an econometric model for analyzing customer satisfaction with more than 300 companies in 43 industries and 10 economic sectors.

For more information about the report, click here.

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