Retail Pharmacy Customer Satisfaction Surges as Digital Engagement Keeps Rising, J.D. Power Finds
Power 2023 U.S. Pharmacy Study,SM released today, brick-and-mortar pharmacies are delivering on that promise of personalized attention, contributing to a 6-point rise in overall customer satisfaction this year (on a 1,000-point scale).
- Power 2023 U.S. Pharmacy Study,SM released today, brick-and-mortar pharmacies are delivering on that promise of personalized attention, contributing to a 6-point rise in overall customer satisfaction this year (on a 1,000-point scale).
- Disruption afoot in mail order space: While overall satisfaction in the mail order pharmacy segment is up a significant 9 points this year, customer loyalty is declining.
- Among mail order pharmacy customers, 89% now rely on digital technology to interact with their pharmacy, up from 84% in 2022.
- The U.S. Pharmacy Study, now in its 15th year, measures customer satisfaction with brick-and-mortar and mail order pharmacies.