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J.D. Power and Associates Reports: As Consumers Shoulder More Healthcare Expenses, Cost Increasingly Drives Overall Customer Satisfaction With Pharmacies
Date:9/21/2010

WESTLAKE VILLAGE, Calif., Sept. 21 /PRNewswire/ -- As consumer healthcare expenses rise, the impact of cost competitiveness on overall pharmacy customer satisfaction has increased considerably from 2009, according to the J.D. Power and Associates 2010 U.S. National Pharmacy Study(SM) released today.

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The study, now in its fourth 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. Five key factors that contribute to customer satisfaction with brick and mortar pharmacies are examined—prescription ordering and pick-up process; store; cost competitiveness; non-pharmacist staff; and pharmacist—and four factors are measured in the mail-order segment: cost competitiveness; prescription delivery; prescription ordering; and customer service.

The study finds that the importance of cost competitiveness in driving overall satisfaction has more than doubled from 2009 among both brick and mortar and mail-order pharmacy customers. Cost competitiveness accounts for 24 percent of overall satisfaction among brick and mortar customers (vs. 10% in 2009) and for 41 percent among mail-order customers (vs. 19% in 2009).  

"Despite the fact that customer-reported out-of-pocket pharmacy costs remain virtually unchanged from 2009, customers have become notably more sensitive to cost issues in 2010," said Jim Dougherty, director of the healthcare practice at J
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SOURCE J.D. Power and Associates
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