Following are some of the key findings of the 2018 study: U.S. consumers love their pharmacies: The average customer satisfaction score for brick-and-mortar pharmacies (847 on a 1,000-point scale) and mail order (859) compare favorably with other high-scoring industries evaluated by J.D. Power, such as direct banks (863), property and casualty insurance companies (860) and full-service…
Decline in Pharmacy Customer Satisfaction Driven by Prescription Drug Costs, J.D. Power Finds
The U.S. pharmacy industry, perennially one of the highest-scoring industries measured by J.D. Power, experienced notable declines in overall customer satisfaction this year. According to the J.D. Power 2017 U.S. Pharmacy Study,SM decreases in satisfaction with both brick-and-mortar and mail order pharmacies are driven primarily by declines in satisfaction with cost. “Pharmacies have historically earned very…