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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
Date:9/17/2009

cially 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
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SOURCE J.D. Power and Associates
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