The J.D. Power 2015 U.S. Pharmacy StudySM was released yesterday, with Wegmans Pharmacy ranking highest among supermarket pharmacies with an overall satisfaction score of 887.
The study, now in its ninth year, measures customer satisfaction among all categories of ‘brick and mortar’ pharmacies, including chain drug stores, mass merchants, and supermarkets, as well as mail-order pharmacies. Wegmans’ 887 score was the highest among all pharmacy categories.
Satisfaction, calculated on a 1,000-point scale, was measured across five factors: prescription ordering; store; cost competitiveness; non-pharmacist staff; and pharmacist. Satisfaction with mail order pharmacies is measured across four factors: cost competitiveness; prescription delivery; prescription ordering process; and customer service experience.
“Our pharmacy employees have built relationships with our customers that start with caring,” says CEO Danny Wegman. “The results of this study are important because they show the extent to which our customers value those relationships and trust our people.”
Overall satisfaction with supermarket pharmacies improved to 851 in 2015, up from 843 in 2014, while satisfaction with chain drug store pharmacies improves by 2 points to 842. Satisfaction with mail order pharmacies drops by 2 points to 820, and satisfaction with mass merchandiser pharmacies drops to 822 from 830.
The 2015 U.S. Pharmacy Study is based on responses from 14,914 pharmacy customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. The study was fielded in May and June 2015.