Which Pharmacies Deliver the Best Customer Satisfaction?

Photo (cc) by JeepersMedia

Customer satisfaction with pharmacies has remained steady over the past year despite continued changes in the health care industry, according to market research company J.D. Power and Associates’ 2015 U.S. Pharmacy Study.

The research rates and ranks brick-and-mortar pharmacies — chain drugstores, mass merchandisers and supermarkets –and mail-order pharmacies on a 1,000-point scale.

Overall customer satisfaction increased for pharmacies in supermarkets (851 out of 1,000, up 8 points from last year) and chain drugstores (842, up 2 points). Satisfaction decreased for mass-merchandiser pharmacies (822, down 8 points) and mail-order pharmacies (820, down 2 points).

Rick Johnson, director of the health care practice at J.D. Power, says in a news release:

“The health care industry has undergone tremendous changes in recent years, and more changes are coming, so stable customer satisfaction with pharmacies is very positive.

Pharmacies serve as a benchmark for other entities in the health care ecosystem, as they continue to have the highest levels of customer satisfaction in the health care industry, demonstrating that focusing on customer satisfaction is good for both patients and businesses.”

Customer satisfaction ratings for brick-and-mortar pharmacies are based on five factors:

  • Prescription ordering
  • Store
  • Cost competitiveness
  • Nonpharmacist staff
  • Pharmacist

Ratings for mail-order pharmacies are based on four factors:

  • Cost competitiveness
  • Prescription delivery
  • Prescription ordering process
  • Customer service experience

All pharmacies that scored above average for their category are as follows:

Brick and mortar — chain drugstore:

  • Good Neighbor Pharmacy
  • Health Mart
  • Medicine Shoppe Pharmacy

Brick and mortar — mass merchandiser:

  • Target
  • Sam’s Club
  • Meijer
  • Kmart
  • Costco
  • Shopko

Brick and mortar — supermarkets:

  • Wegmans
  • Publix
  • HEB
  • Kroger

Mail order:

  • Humana Pharmacy
  • Kaiser Permanente Mail Pharmacy
  • Express Scripts
  • Walmart Pharmacy Mail Services

To view the rest of the rankings, click on the J.D. Power link above.

To learn about how you can save at the pharmacy, check out “10 Tips to Safely Save on Prescriptions.”

What’s your favorite pharmacy? Share your thoughts in our Forums. It’s a place where you can swap questions and answers on money-related matters, life hacks and ingenious ways to save.

Disclosure: The information you read here is always objective. However, we sometimes receive compensation when you click links within our stories.

Read Next
7 Bank Accounts With Extra Perks for Seniors
7 Bank Accounts With Extra Perks for Seniors

These accounts offer exclusive discounts and other perks — including interest — to older customers.

7 Unusual Ways to Declutter Your Home
7 Unusual Ways to Declutter Your Home

Tired of possessions weighing you down? Here are seven ways to declutter painlessly and effectively.

7 Reasons You Should Not Claim Social Security Early
7 Reasons You Should Not Claim Social Security Early

The sooner you claim your Social Security retirement benefits, the more you — and perhaps also your spouse — stand to lose. Here are the stakes.

8 Things I Always Buy at Costco
8 Things I Always Buy at Costco

From bacon to birthday cakes, here are my favorite deals at the popular warehouse store.

7 Reasons Not to Move When You Retire
7 Reasons Not to Move When You Retire

Sunny skies and warm breezes sound great. But in reality, you might be better off retiring closer to home.

View this page without ads

Help us produce more money-saving articles and videos by subscribing to a membership.

Get Started

Most Popular
10 Things Frugal People Never Buy
10 Things Frugal People Never Buy

If you’re a true tightwad, the mere thought of spending money on these items gives you the willies.

10 Useless Purchases You Need to Stop Making
10 Useless Purchases You Need to Stop Making

You might as well flush your money down the loo if you spend it on these things.

7 Social Security Rules Everyone Should Know by Now
7 Social Security Rules Everyone Should Know by Now

Confusion over Social Security is a shame, considering how many of us will need this money badly.

If You Find This Thrift Shopping, Buy It
If You Find This Thrift Shopping, Buy It

They don’t make coffee makers like this anymore.

7 Social Security Benefits You May Be Overlooking
7 Social Security Benefits You May Be Overlooking

There’s more to Social Security than retirement benefits.

3 Ways to Get Microsoft Office for Free
3 Ways to Get Microsoft Office for Free

With a little ingenuity, you can cut Office costs to zero.

14 Things You Should Stop Buying in 2021
14 Things You Should Stop Buying in 2021

These convenient household products come with hidden costs that you might not have considered.

What a $15 Minimum Wage Means for Social Security
What a $15 Minimum Wage Means for Social Security

A federal minimum-wage hike could affect the Social Security system dramatically.

The 6 Best Investing Apps for Beginners
The 6 Best Investing Apps for Beginners

If you’re looking to ease into investing in the coronavirus economy with just a little money, check out these easy-to-use tools.

Is Writing a Check Still Safe?
Is Writing a Check Still Safe?

Every time you pay by check, you hand your bank account numbers to a stranger.

8 Things You Should Replace to Improve Your Life Today
8 Things You Should Replace to Improve Your Life Today

Being frugal isn’t smart if you put off replacing these items.

6 Ways to Protect Your Retirement Accounts From Hackers
6 Ways to Protect Your Retirement Accounts From Hackers

Imagine having $245,000 stolen from your retirement account — and not being reimbursed.

13 Amazon Purchases We Are Loving Right Now
13 Amazon Purchases We Are Loving Right Now

These practical products make everyday life a little easier.

7 Income Tax Breaks That Retirees Often Overlook
7 Income Tax Breaks That Retirees Often Overlook

Did you realize all these tax credits and deductions exist — or that they apply to retirees?

7 Hidden Sections of Amazon Every Shopper Should Know
7 Hidden Sections of Amazon Every Shopper Should Know

These little-known departments of Amazon are gold mines for deal-seekers and impulse shoppers alike.

7 Costly Health Problems That Strike After Age 50
7 Costly Health Problems That Strike After Age 50

As we age, our bodies wear down. Here is how to cut costs associated with some common ailments.

This Is the Most Dependable Car Brand in the U.S.
This Is the Most Dependable Car Brand in the U.S.

This brand’s vehicles are least likely to give drivers repair headaches, according to J.D. Power.

7 Kirkland Signature Items to Avoid at Costco
7 Kirkland Signature Items to Avoid at Costco

Even if it seems you save a bundle buying Costco’s Kirkland Signature brand products, they may not be the bargain they appear to be.

7 Things I Never Buy at Costco
7 Things I Never Buy at Costco

A bulk buy isn’t always the best buy.

View More Articles

View this page without ads

Help us produce more money-saving articles and videos by subscribing to a membership.

Get Started

Add a Comment

Our Policy: We welcome relevant and respectful comments in order to foster healthy and informative discussions. All other comments may be removed. Comments with links are automatically held for moderation.