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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

tomers 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

JDPower.com Power Circle Ratings
For ConsumersGood Neighbor Pharmacy

869

5Health Mart

856

5The Medicine Shoppe Pharmacy

851

5Walgreens

807

3Chain Segment Average

805

3Rite Aid Pharmacy

794

3CVS/pharmacy

789

3Duane Reade

688

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

JDPower.com Power Circle Ratings
For ConsumersTarget

848

5Costco

844

5Sam's Club

844

5Kmart

818

4Mass Merchandiser Segment Average

794

3Walmart

769

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

Index score

JDPower.com Power Circle Ratings
For ConsumersPublix

862

5Wegmans

859

5Winn-Dixie

853

4Hy-Vee

850

4Hannaford

828

3H.E.B.

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SOURCE J.D. Power and Associates
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