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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

.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 cus
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SOURCE J.D. Power and Associates
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