Navigation Links
J.D. Power and Associates Reports: As Consumers Shoulder More Healthcare Expenses, Cost Increasingly Drives Overall Customer Satisfaction With Pharmacies

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.



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.D. Power and Associates. "Consumers are spending more on healthcare expenses in general due to various employer-implemented changes in insurance coverage. High-performing pharmacies aren't necessarily those with the lowest prices. Rather, pharmacies that are focused on service garner the highest levels of satisfaction. Customer service still trumps price, even in an environment where cost has become increasingly important."

According to the J.D. Power Web Intelligence Division, online consumer conversations about brick and mortar pharmacies tend to revolve around good and bad experiences far more often than the cost paid for the prescription, with the primary complaints being unfriendly pharmacy staff, long wait times and prescription mistakes.

Among chain drug store pharmacies, Good Neighbor pharmacy ranks highest with a score of 869 (on a 1,000-point scale). Health Mart (856) and The Medicine Shoppe Pharmacy (851) follow in the rankings.

Target ranks highest among mass merchandisers for a fourth consecutive year with a score of 848. Costco and Sam's Club follow in a tie, each with 844.

In the supermarket segment, Publix ranks highest with a score of 862, followed by Wegmans (859) and Winn-Dixie (853).

Kaiser Permanente Pharmacy ranks highest among mail-order pharmacies for a second consecutive year with a score of 854. Express Scripts (830) and Humana RightSourceRx (829) follow in the rankings. The Department of Veterans Affairs pharmacy service, which is open only to veterans of the U.S. military and their families, and therefore is not included in the rankings, also achieves high levels of customer satisfaction.

The study also finds that brick and mortar pharmacy customers who are highly satisfied (scores of 901 or higher) are more than three times more likely to say they "definitely will" return to their pharmacy and 10 times more likely to say they "definitely will" recommend their pharmacy to others, compared to customers with low satisfaction levels (scores of 550 or lower). Based on national average spending by pharmacy customers, a highly satisfied customer may generate $227 in additional prescription revenue each year.

Similarly, compared with less-satisfied customers, highly satisfied mail-order customers are more than twice as likely to return to their pharmacy, and nearly eight times more likely to recommend their pharmacy—resulting in a potential $160 in additional prescription revenue per customer annually.

The 2010 U.S. National Pharmacy Study is based on responses from more than 12,300 customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. The study was fielded between May and June 2010.Chain Segment(Based on a 1,000-point scale)Pharmacy

Index score Power Circle Ratings
For ConsumersGood Neighbor Pharmacy


5Health Mart


5The Medicine Shoppe Pharmacy




3Chain Segment Average


3Rite Aid Pharmacy




3Duane Reade


2Included in the study but not ranked due to small sample size are Longs Drugs and Medicap Pharmacy.Mass Merchandiser Segment(Based on a 1,000-point scale)Pharmacy

Index score Power Circle Ratings
For ConsumersTarget




5Sam's Club




4Mass Merchandiser Segment Average




2Supermarket Segment(Based on a 1,000-point scale)Pharmacy

Index score Power Circle Ratings
For ConsumersPublix












3Supermarket Segment Average




3Ralphs Grocery






3Fry's Food & Drug Store




2Stop & Shop






2Giant Eagle


2Mail-order Segment(Based on a 1,000-point scale)Pharmacy

Index score Power Circle Ratings
For ConsumersKaiser Permanente Pharmacy


5Express Scripts


4Humana RightSourceRx


4Prescription Solutions


3Mail-Order Segment Average




3Caremark Mail Service


3CIGNA Tel-Drug


2Prime Therapeutics


2Walgreens Mail Service


2Aetna Rx Home Delivery


2WellPoint NextRx


2Walmart Pharmacy Mail Services


2*Department of Veterans Affairs


5*The Department 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 AssociatesHeadquartered 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 CompaniesFounded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at  Media Relations Contacts:John Tews; J.D. Power and Associates; Troy, Mich.; (248) 312-4119; media.relations@jdpa.comJeff Perlman; Brandware Public Relations; Westlake Village, Calif.; (805) 418-8626; jperlman@brandwaregroup.comNo 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.


SOURCE J.D. Power and Associates
Copyright©2010 PR Newswire.
All rights reserved

Related medicine technology :

1. Powerful New Efficacy Data in Moderate and Severe Hypertensive Patients Supports FDA Approval of AVALIDE(R) (Irbesartan-Hydrochlorothiazide) as the First Combination Therapy for Initial Use in Patients Likely to Need Multiple Drugs to Achieve Their Blood
2. Elite Team of Cyclists with Type 1 Diabetes Powers Forward in 2008 Sponsored by Rapid-Acting Insulin Apidra(R)
3. MTV and SpinVox Partner to Launch First Ever Integrated Voice Powered Cause-Related Social Networking Campaign Stand By What You Say
4. Kiwifruit: Antioxidant Power in Quantity and Quality
5. Chemstar Corporation Announces a New Powerful, One-Step Product That Effectively Controls Listeria, Salmonella, E. coli and Fly Larvae in Floor Drains
6. Transgenomic and Power3 Medical Complete Agreement for Exclusive License of Neurodegenerative Biomarker Test
7. Teeth and Gums Also Benefit from the Healing Power of Aloe Vera
8. Despite Limited Capital Equipment Purchases In 2009, The Global Powered Surgical Instrument Market Held Its Value At $800 Million
9. AmeriCares Honors Cardinal Health with Power of Partnership Award
10. Thomson Reuters Clinical Surveillance Solution Offers Powerful New Functionality to Improve Clinical Quality and Reduce Costs
11. The SCOOTER Store Surprises 9/11 First Responder & Merrick Firefighter With Power Chair
Post Your Comments:
(Date:11/27/2015)... 2015  Lannett Company, Inc. (NYSE: LCI ... acquisition of Kremers Urban Pharmaceuticals Inc. (KU), the ... company UCB S.A. (Euronext: UCB). ... KU from UCB for total consideration of approximately ... customary working capital adjustment, a deduction of certain ...
(Date:11/27/2015)... 26, 2015 ... the "2016 Global Tumor Marker Testing ... and Sales Segment Forecasts, Innovative Technologies, Instrumentation ... to their offering. --> ... "2016 Global Tumor Marker Testing Market: ...
(Date:11/26/2015)... Un nuevo enfoque combina la ... cáncer avanzado.   --> Un nuevo ... Bremachlorin para el cáncer avanzado.   --> ... la terapia fotodinámica de Bremachlorin para el cáncer avanzado. ... --> Clinical Cancer Research . --> ...
Breaking Medicine Technology:
(Date:11/27/2015)... ... 2015 , ... An inventor, from Hopkinsville, Ky., thought there ... home, so he invented the patent-pending ELECTRONIC M.D. , The ELECTRONIC M.D. provides ... so, it could help to prevent potential overdose situations. As a result, it ...
(Date:11/27/2015)... Aliso Viejo, CA (PRWEB) , ... November 27, 2015 , ... ... exclusively for use in Final Cut Pro X. With ProSidebar: Fasion, video editors ... banners, or use ProSidebar as a minimalist title opener. Utilize presets featuring self-animating ...
(Date:11/27/2015)... ... November 27, 2015 , ... A simply groundbreaking television ... an interesting show that delves into an array of issues that are presently affecting ... benefit from open dialogue, this show is changing the subjects consumers focus on, one ...
(Date:11/27/2015)... ... November 27, 2015 , ... The men and ... nonprofit healthcare organizations in the country. They have overseen financial turnarounds, shown commitment ... advance the healthcare industry as a whole through their advocacy and professional efforts. ...
(Date:11/26/2015)... ... November 26, 2015 , ... Patients at Serenity Point ... come together on Thanksgiving Day to share the things that they are most ... Serenity Point YouTube channel, patients displayed what they wrote on index cards, describing ...
Breaking Medicine News(10 mins):