Good Neighbor Pharmacy isn’t kidding about its motto, “Locally owned. Locally loved.”
The family of independent pharmacies recently ranked highest for customer satisfaction in J.D. Power’s 2023 U.S. Pharmacy Study. This marks the seventh year in a row that Good Neighbor Pharmacy has outscored all of its fellow brick-and-mortar drugstore pharmacies.
This year, it earned an overall customer satisfaction score of 793 out of 1,000 points, beating out Sam's Club, which earned the second-highest score among all types of pharmacies included in the study, 788.
More than 12,000 pharmacy customers who had filled a prescription in the prior 12 months 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.
Among the brick-and-mortar drugstore chain pharmacies included in the study this year, the average overall customer satisfaction score is 659. The chains in this category that scored above the average are:
- Good Neighbor Pharmacy — 793
- Health Mart — 770
- Rite Aid — 680
CVS Pharmacy (651) and Walgreens (643) had below-average scores.
The average customer satisfaction score among mail-order services is 684. The operations that scored above the average are:
- Kaiser Permanente Pharmacy — 748
- PillPack (an Amazon company) — 709
- Express Scripts Pharmacy — 699
- CenterWell (formerly Humana Pharmacy) — 697
Four other pharmacies in the mail-order category earned below-average scores. AllianceRx Walgreens Prime (657) was the lowest-ranked of the bunch.
The average customer satisfaction score among brick-and-mortar supermarket chain pharmacies is 704. The chains in this category that scored above the average are:
- H-E-B — 760
- Wegmans — 753
- Publix — 744
- Walmart Neighborhood Market — 731
- Winn-Dixie — 720
- Albertsons — 714
Stop & Shop scored exactly average (704) among supermarket pharmacies. Seven other chains in this category earned below-average scores, with Hy-Vee (665) the lowest-ranked of this bunch.
Mass merchandiser pharmacies
The average satisfaction score among the pharmacies of mass merchandisers, such as big-box stores and warehouse chains, is 702. The chains in this category that scored above the average:
- Sam’s Club — 788
- Costco — 755
CVS Pharmacy inside Target (698) and Walmart (675) had below-average scores.
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 a Membership“:
“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.”
To see how all pharmacies ranked this year, check out the charts in J.D. Power’s 2023 study — they start on Page 3.