Good Neighbor Pharmacy isn’t kidding about its motto, “locally owned, locally loved” — at least not this year.
The family of independent pharmacies ranked highest for customer satisfaction in J.D. Power’s 2020 U.S. Pharmacy Study.
It earned an overall satisfaction score of 915 out of 1,000 points, easily beating out runners-up Health Mart, Wegmans and Humana Pharmacy.
More than 13,000 pharmacy customers were polled for the study, which covered four types of pharmacies.
Following is a look at the top-ranked — and worst-ranked — pharmacies in each category.
Supermarket pharmacies
Among supermarket chain pharmacies, the average overall customer satisfaction score is 866. Seven chains in this category scored above average this year. They are:
- Wegmans: 904
- Publix: 889
- Winn-Dixie: 883
- H-E-B: 878
- ShopRite: 876
- Stop & Shop: 871
- Albertsons: 867
Publix is also among the supermarkets that offer some free medications, as we detail in “4 Grocery Store Chains That Offer Free Prescription Drugs.”
Seven other chains in the supermarket category earned scores at or below the average. Safeway (829) was the lowest-ranked of the bunch.
Mass merchandiser pharmacies
The average satisfaction score among the pharmacies of mass merchandisers, such as big-box stores and warehouse chains, is 859. Three chains in this category scored above average:
- Sam’s Club: 885
- Costco: 870
- CVS inside Target: 870
Walmart (850) had a below-average score.
Note that you do not necessarily have to be a member of a wholesale club to use its pharmacy. As we explain one example of this in “How to Shop at Sam’s Club Without Being a Member“:
“Anyone can buy prescription medications from Sam’s Club pharmacies, according to the retailer’s website. Prescription drugs are also exempt from the nonmember fee.”
Drugstore pharmacies
The average customer satisfaction score among brick-and-mortar drugstore pharmacies is 850, with three chains scoring higher than that. They are:
- Good Neighbor Pharmacy: 915
- Health Mart: 905
- Rite Aid: 861
Major chains Walgreens (849) and CVS (845) had below-average scores.
Mail-order pharmacies
The average satisfaction score among mail-order services is 869. The operations that scored above the average are:
- Humana Pharmacy: 904
- U.S. Department of Veterans Affairs: 896
- OptumRx: 886
- Kaiser Permanente Pharmacy: 883
- Walmart Pharmacy Mail Services: 876
- Express Scripts: 871
Four additional mail-order services ranked below the average. AllianceRx Walgreens Prime (828) was the worst of them — and the lowest-scoring pharmacy included in the study.
To see how all pharmacies ranked this year, check out the charts in J.D. Power’s 2020 study — they start on Page 3.
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