What You Ought to Know:
– General buyer satisfaction with mail order pharmacies has risen steadily, whereas satisfaction with chain drug shops has slid, inflicting many chain drug retailer prospects to contemplate switching suppliers, in keeping with the J.D. Energy 2025 U.S. Pharmacy Examine,
– The development is fueled by an increase in digital engagement and a decline in neighborhood drug shops, is setting the stage for a “tipping level within the pharmacy house”.
– The J.D. Energy 2025 U.S. Pharmacy Examine, now in its seventeenth yr, is predicated on responses from 14,700 pharmacy prospects who crammed a prescription prior to now 12 months, and was fielded from Could 2024 by means of Could 2025.
Buyer Satisfaction by Pharmacy Varieties
The report highlights a transparent divergence in buyer satisfaction throughout pharmacy varieties:
- Chain Drug Shops: The common general satisfaction rating is 643, a mere one-point enhance from 2024. Regardless of this incremental enchancment, chain drug shops lag considerably behind different pharmacies.
- Mail Order Pharmacies: These pharmacies present the most important year-over-year features in satisfaction, rising seven factors to a rating of 697 in 2025. This rating is 54 factors larger than the typical for chain drug shops.
- Supermarkets and Mass Merchandisers: These pharmacies outperform chain drug shops in key service metrics, with common satisfaction scores of 715 and 706, respectively.
The hole in satisfaction is having a direct influence on buyer loyalty. In response to Christopher Lis, managing director of world healthcare intelligence at J.D. Energy, “Chain drug retailer prospects are considerably extra doubtless than grocery store or mass market merchandiser pharmacy prospects to say they ‘positively will’ or ‘most likely will’ change pharmacies within the subsequent 12 months.”
The Digital Tipping Level and Shopper Consciousness
The research reveals the main drivers of buyer satisfaction for mail order pharmacies are digital channels, together with web sites, cellular apps, and textual content messaging, in addition to the power to save lots of prospects money and time. This displays a rising shopper shift in the direction of digital options. Nearly all of mail order pharmacy prospects (63%) are both “very ” or “considerably ” in utilizing a digital pharmacy to fill their prescriptions, a five-percentage-point enhance from 2024.
Nevertheless, there’s a clear alternative for digital pharmacies to enhance shopper consciousness, as 33% of pharmacy prospects are nonetheless not conscious of any digital pharmacy manufacturers. Among the many 67% who’re conscious, a majority (58%) know of Amazon Pharmacy, whereas different manufacturers have considerably decrease recognition.
Examine Rankings by Pharmacy Kind
- Brick-and-Mortar Chain Drug Shops:
- 1st: Well being Mart (759)
- 2nd: Good Neighbor Pharmacy (732)
- Brick-and-Mortar Mass Merchandiser Pharmacies:
- 1st: Sam’s Membership (778) – for the tenth consecutive yr
- 2nd: Costco (765)
- Brick-and-Mortar Grocery store Pharmacies:
- 1st: Wegmans (764)
- 2nd: Publix (760)
- third: H-E-B (756)
- Mail Order Pharmacies:
- 1st: PillPack by Amazon Pharmacy (745) – for the second consecutive yr
- 2nd: Kaiser Permanente Pharmacy (740)
- third: Amazon Pharmacy (734)
For extra details about the research, go to https://www.jdpower.com/enterprise/healthcare/pharmacy-study
