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Which pharmacies topped J.D. Power’s 2023 survey?

Good Neighbor Pharmacy and Sam’s Club are among the pharmacies that have earned J.D. Power’s recognition.

J.D. Power has released its pharmacy customer satisfaction rankings.

Good Neighbor Pharmacy,  a national independent pharmacy network offered through AmerisourceBergen, and big box retailer Sam's Club, both have a reason to celebrate.

Good Neighbor Pharmacy has been ranked “First in Customer Satisfaction with Chain Drug Store Pharmacies” in the J.D. Power 2023 U.S. Pharmacy Study. This is the 12th time that Good Neighbor Pharmacy has earned this recognition in the last 14 years and the network’s seventh consecutive win.

“I’d like to extend my sincere congratulations to our Good Neighbor Pharmacy members on receiving this prestigious recognition from J.D. Power for the seventh consecutive year, a feat that is truly reflective of independent pharmacies’ dedication to playing a pivotal role in the health and well-being of the communities they serve,” said Jenni Zilka, president of Good Neighbor Pharmacy. “With this achievement, our network is invigorated and even more enthusiastic about continuing to champion the vital role of independent community pharmacies in fostering healthier futures for all.”

[Read more: Good Neighbor Pharmacy administers more than 5M COVID-19 vaccines]

The J.D. Power 2023 U.S. Pharmacy Study was conducted using a methodology consisting of the evaluation of seven factors that represent distinct parts of the customer experience. These seven factors were embedded into an index comprised of a calculated roll up of performance scores, weighted relative to the importance of each factor to overall satisfaction. In addition to receiving the highest overall satisfaction ranking, Good Neighbor Pharmacy ranked #1 across six of the seven study factors, specifically:

  • Pharmacy offerings meet my needsmedication and health and wellness services;
  • Able to get prescriptions how/when I want;
  • Resolving problems or complaints;
  • People;
  • Helping to save me time or money; and
  • My level of trust with pharmacy.

“I am honored to see Good Neighbor Pharmacy emerge once again as Best Chain Drug Store Pharmacy for Customer Satisfaction in the J.D. Power 2023 U.S. pharmacy study,” said Brian Nightengale, president of community and specialty pharmacy, long-term care at AmerisourceBergen. “To our member pharmacies, congratulations! While your outstanding work of course reflects positively on the Good Neighbor Pharmacy name, it much more importantly makes a significant difference in the lives of countless patients across the nation. Thank you for going above and beyond to ensure the health of our communities, and giving others the opportunity to witness and believe in the transformative power of independent pharmacies.”

Sam’s Club also has a reason to celebrate. The big box retailer was ranked highest in Customer Satisfaction with Mass Merchandiser Pharmacies for the eighth consecutive year, according to the study.

Sam’s Club has received the recognition from J.D. Power 10 of the last 12 years.

“This recognition is a reflection of the incredible pharmacists and pharmacy team associates we have across the country who serve our patients with knowledge and care every day,” said Sean Jackson, senior vice president and GMM of Health and Wellness and Consumables at Sam’s Club. “We work every day to give our patients access to high-quality and affordable healthcare services, and we are thrilled they responded to this study in such a positive way.”

According to the study, respondents rated Sam’s Club No. 1 in pharmacy offerings that meet their needs, which includes medication and health and wellness services. Respondents also ranked Sam’s Club Pharmacy No. 1 in level of trust and saving them time and money. Sam’s Club operates Optical Centers and Hearing Aid Centers in the majority of its nearly 600 locations. In addition to its robust RxSavings program where all patients have access to discounted prescriptions, the retailer offers additional discounts on prescriptions to its Plus Members.

“We welcome new patients to visit our clubs and meet their local pharmacists to learn how we can help support their health and wellness needs,” Jackson said.

[Read more: Good Neighbor Pharmacy adds COVID-19 vaccine locator tool]

Here are some additional rankings:

Following Good Neighbor Pharmacy, which ranked highest among brick-and-mortar chain drug store pharmacies for a seventh consecutive year, with a score of 793, is Health Mart (770), which ranks second, and Rite Aid Pharmacy, which ranks third (680).

Following Sam’s Club, which ranks highest among brick-and-mortar mass merchandiser pharmacies for an eighth consecutive year, with a score of 788, is Costco (755), which ranks second.

H-E-B ranks highest among brick-and-mortar supermarket pharmacies for a third consecutive year, with a score of 760. Wegmans (753) ranks second and Publix (744) ranks third.

Kaiser Permanente Pharmacy ranks highest in the mail order segment, with a score of 748. PillPack (an Amazon Company) (709) ranks second and Express Scripts Pharmacy (699) ranks third.

The J.D. Power 2023 U.S. Pharmacy Study, now in its 14th year, measures customer satisfaction with mail order and brick and mortar pharmacies. The 2023 study is based on responses from 12,396 pharmacy customers who filled a prescription in the last 12 months prior to the survey period of August 2022 to May 2023.

To read the full report, click here.


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