Costa Mesa, CA—An increased focus on customers, as well as the addition of clinics in many pharmacies, is paying off in customer satisfaction, according to the J.D. Power 2016 U.S. Pharmacy Study.

The survey found high customer satisfaction with both mail-order and brick-and-mortar pharmacies. On one hand, J.D. Power reports, having prescriptions delivered by mail is convenient and cost effective, but, on the other, customers actually visiting pharmacies are often finding more available wellness services being provided.

“Increasingly, customers are turning two errands into one when, for example, they need to pick up a prescription and get a flu shot,” explained Rick Johnson, director of the healthcare practice at J.D. Power. “Pharmacies that are cognizant of their customers' needs—and their time—will likely continue to achieve high satisfaction.”

The survey found overall satisfaction with pharmacies where wellness services have been used is nearly 20 points higher than when those services have not been used.

Interestingly, although mail-order and in-person experiences differ greatly, pharmacies scoring the highest had some similarities, Johnson said in a press release, adding, “Great staff and an easy, efficient ordering process are common traits of both types of pharmacy experiences.”

Scoring highest among brick-and-mortar chain drugstores, 898 on a 1,000-point scale, was Health Mart. The franchise program, designed to enhance an independent pharmacy’s ability to compete with chains, mail-order programs, and other independents, performed particularly well in the store; nonpharmacist staff; cost competitiveness; and pharmacist categories.

Good Neighbor Pharmacy, which also is made up of independently owned and operated stores, was second with a score of 896.

Other results include:

• Sam’s Club ranks highest overall among brick-and-mortar mass merchandisers (883), performing particularly well in nonpharmacist staff; pharmacist; and prescription ordering/pick-up process. Costco ranks second (880).
• Publix ranks highest overall among brick-and-mortar supermarkets (912), performing particularly well in store; nonpharmacist staff; pharmacist; and prescription ordering/pick-up process. Wegmans ranks second (891).
• Kaiser Permanente Pharmacy ranks highest overall in the mail-order category (906), performing particularly well in prescription ordering process and nonpharmacist staff. Humana RightSourceRx ranks second (890). The Department of Veterans’ Affairs also ranked well in that category but was not included in the results because of its limitations on beneficiaries.

The 2016 U.S. Pharmacy Study, now in its eighth year, measures customer satisfaction with brick-and-mortar pharmacies across five factors: prescription ordering/pick-up process; store; cost competitiveness; nonpharmacist staff; and pharmacist. Satisfaction with mail-order pharmacies, meanwhile, is measured across another five factors: prescription ordering process; prescription delivery; nonpharmacist staff; cost competitiveness; and pharmacist.

The study is based on responses from 14,789 pharmacy customers who filled a new prescription or refilled a prescription during the 3 months prior to the survey period of June 2016.

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