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J.D. Power and Associates Reports: Among Pharmacy Customers, Satisfaction is Equally as High for the Privately Insured and for Those With Public-Private Insurance

WESTLAKE VILLAGE, Calif., Sept. 17 /PRNewswire/ -- While pharmacy customers with prescription drug coverage are more satisfied with their pharmacy experience, customers with public-private(1) plans are just as satisfied as those with wholly private insurance, according to the J.D. Power and Associates 2009 National Pharmacy Study(SM) released today.


The study finds that pharmacy satisfaction among customers with prescription drug coverage averages 818 on a 1,000-point scale, while satisfaction among those without coverage is only 792. Among mail-order customers 65 years of age or older with private prescription drug coverage, satisfaction with their pharmacy experience averages 844. In comparison, pharmacy satisfaction among mail-order customers in the same age group with Medicare Part D coverage averages about the same.

"Healthcare reform is one of the most visible issues currently being addressed by the nation and its leaders," said Jim Dougherty, executive director of the healthcare practice at J.D. Power and Associates. "The study's mail-order pharmacy segment provides a valuable comparison opportunity for examining customer satisfaction with private and public-private insurance plans. When controlled for education, tenure with the pharmacy, total out-of-pocket costs, type of medication, and mail-order pharmacy brand, the study finds that customers are equally as satisfied with their pharmacy experience whether they are in a publicly funded program, such as the Department of Veterans Affairs pharmacy plan; a public-private program, like Medicare Part D; or a private insurance option."

The study also finds that customers with higher satisfaction scores are financially beneficial to their pharmacies through increased rates of loyalty and advocacy and higher revenue per visit. Highly satisfied customers (satisfaction scores of 901 or higher) are three times more likely to say they "definitely will" return to their pharmacy and are at least seven times more likely to say they "definitely will" recommend their pharmacy, compared with customers with low satisfaction (scores of 550 or lower).

"Pharmacies have an opportunity to grow their business and better position themselves for the future by improving satisfaction levels among their customers," said Dougherty. "For example, a highly satisfied brick-and-mortar customer generates $30 more in pharmacy revenue per visit than a customer with low satisfaction, on average. For a pharmacy with 1,000 customers each month, this translates into an additional $360,000 in revenue annually."

The study, now in its third year, measures customer satisfaction with pharmacies in two segments: brick-and-mortar and mail-order. The study includes chain drug stores, supermarkets and mass merchandisers, and examines seven key factors that contribute to customer satisfaction with brick-and-mortar pharmacies: non-pharmacist staff; store convenience; medication availability and information; store layout and design; cost competitiveness; remote ordering convenience; and pharmacist. Five factors are measured in the mail-order segment: ordering convenience; delivery convenience; medication availability and information; cost competitiveness; and customer service.

Among chain drug store pharmacies, Health Mart ranks highest with a score of 864. The Medicine Shoppe Pharmacy follows with a score of 857.

Target ranks highest among mass merchandisers for a third consecutive year with a score of 831. Costco (818) and Sam's Club (813) follow Target in the rankings.

In the supermarket segment, Wegmans ranks highest with a score of 865. Winn-Dixie follows in the rankings with 860, while Publix ranks third with 855.

Kaiser Permanente Pharmacy ranks highest among mail-order pharmacies with a score of 877. Prescription Solutions (876) and Humana RightSourceRx (861) follow in the mail-order segment rankings. The Department of Veterans Affairs pharmacy service, which is open only to veterans of the U.S. military and their families, and therefore not included in the rankings, also achieves high levels of customer satisfaction.

The 2009 National Pharmacy Study is based on responses from 12,215 customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. The Web-based study was fielded May through June 2009.

For more information, view brick-and-mortar and mail-order pharmacy ratings at

Customer Satisfaction Index Ranking

    Chain Segment
    (Based on a 1,000-point scale)

    Pharmacy                            Index Score
                                                          Power Circle Ratings
                                                          For Consumers
    Health Mart                              864                 5
    The Medicine Shoppe Pharmacy             857                 5

    Chain Segment Average                    798                 3
    CVS/pharmacy                             794                 3
    Walgreens                                790                 3
    Rite Aid                                 783                 3

    Longs Drugs                              758                 2
    Duane Reade                              710                 2

    Included in the study but not ranked due to small sample size are
    Good Neighbor Pharmacy and Medicap Pharmacy.

    Mass Merchandiser Segment
    (Based on a 1,000-point scale)

    Pharmacy                            Index Score
                                                          Power Circle Ratings
                                                          For Consumers
    Target                                   831                 5

    Costco                                   818                 4
    Sam's Club                               813                 4
    Kmart                                    809                 4

    Mass Merchandiser Average                801                 3

    Walmart                                  787                 2

    Supermarket Segment
    (Based on a 1,000-point scale)

    Pharmacy                            Index Score
                                                          Power Circle Ratings
                                                          For Consumers
    Wegmans                                  865                 5
    Winn-Dixie                               860                 5

    Publix                                   855                 4
    Hy-Vee                                   853                 4
    Albertsons                               830                 4

    Ralphs                                   821                 3
    Supermarket Segment Average              820                 3
    Safeway                                  819                 3
    Hannaford                                816                 3
    Stop & Shop                              815                 3
    Kroger                                   813                 3
    H.E.B.                                   811                 3
    Giant Eagle                              808                 3

    Fry's Food Stores                        805                 2
    Jewel-Osco                               805                 2
    Vons                                     803                 2
    Giant                                    792                 2

    Mail-Order Segment
    (Based on a 1,000-point scale)

    Pharmacy                            Index Score
                                                          Power Circle Ratings
                                                          For Consumers
    Kaiser Permanente Pharmacy               877                 5
    Prescription Solutions                   876                 5

    Humana RightSourceRx                     861                 4

    Mail-Order Segment Average               834                 3
    Express Scripts                          831                 3
    Medco                                    828                 3
    Prime Therapeutics                       825                 3
    Caremark Mail Service                    815                 3

    CIGNA Tel-Drug                           808                 2
    Walgreens Mail Service                   799                 2
    Walmart Pharmacy Mail Services           782                 2
    WellPoint NextRx                         782                 2
    Aetna Rx Home Delivery                   764                 2

    *Department of Veterans Affairs          875                 5

*The Dept. of Veterans Affairs pharmacy service is open only to veterans of the U.S. military and their families and therefore is not included in the official rankings.

Included in the study but not ranked due to small sample size are and Rite-Aid Health Solutions.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings; car insurance; health insurance; cell phone ratings; and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at

Media Relations Contacts:

Jeff Perlman; Brandware Public Relations; Agoura Hills, Calif.; (310) 589-7749;

John Tews; J.D. Power and Associates; Troy, Mich.; (248) 312-4119;

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates.

(1) Insurance plans in which the government provides the majority of the funding but private entities administer the benefits.

SOURCE J.D. Power and Associates
Copyright©2009 PR Newswire.
All rights reserved

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