Mail Order and Supermarkets Surpass Chain Pharmacies in Customer Satisfaction Ratings

Chain Drugstores Lag as Mail Order, Supermarkets Gain Favor with Pharmacy Customers: J.D.Power Study

Archyde.com – August 14, 2025 – A new study from J.D. Power reveals a meaningful shift in consumer preference within the pharmacy landscape, with traditional chain drugstores falling behind mail-order pharmacies, supermarkets, and mass merchandisers in customer satisfaction. The 2025 U.S. Pharmacy Study highlights growing dissatisfaction with brick-and-mortar chains,while digital convenience and cost savings drive gains for alternative pharmacy options.

The study, based on feedback from pharmacy customers over the past year, shows chain drugstores scoring an average of 643 on the satisfaction scale – a substantial 54 points lower than mail-order pharmacies (697). They also trailed mass market retailers by 63 points (706) and supermarkets by 72 points (715).

Mail Order leads the Charge in Satisfaction Growth

Notably, mail-order pharmacies experienced the largest year-over-year increase in satisfaction, jumping 7 points to reach a score of 697. This surge is highly likely fueled by the increasing appeal of time and money-saving benefits offered by these services. The study found that 63% of customers are “vrey interested” or “somewhat interested” in utilizing a digital pharmacy for prescription fulfillment. However, awareness remains a hurdle, with 33% of customers still unaware of digital pharmacy brands. among those who are aware, Amazon pharmacy boasts the highest recognition at 58%.

Core Experiance: Chains Struggle to Deliver

The J.D. Power report pinpoints key areas where chain drugstores are underperforming. Customers report issues with adequate staffing levels, ease of prescription ordering, fill times, and overall trust.Supermarkets and mass merchandisers consistently outperformed in these core areas,providing a more positive pharmacy experience.

Top performers Across Segments

The study also identified leading pharmacies within each segment:

Brick-and-mortar Chain drugstores: Health Mart (759) and good Neighbor Pharmacy (732)
Brick-and-Mortar Mass Merchandisers: Sam’s Club (778) and Costco (765)
Brick-and-Mortar Supermarkets: Wegmans (764), Publix (760), and H-E-B (756)
Mail-Order Pharmacies: pillpack by Amazon Pharmacy (745) – leading for the second consecutive year, followed by Kaiser Permanente Pharmacy (740) and Amazon Pharmacy (734).

Adapting to a Changing Landscape

The J.D. Power study underscores a critical need for pharmacy leaders to adapt to evolving consumer preferences. As patient demand shifts towards mail order, supermarkets, and mass merchandisers, pharmacies must prioritize improvements in staffing, speed of service, building trust, and enhancing digital accessibility to remain competitive.

“The data clearly shows that pharmacies need to focus on the fundamentals – providing convenient, efficient, and trustworthy service,” says the report. “Investing in these areas will be crucial for attracting and retaining customers in a rapidly changing market.”

Source: J.D. Power 2025 U.S. Pharmacy Study (https://www.jdpower.com/business/press-releases/2025-us-pharmacy-study)

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What strategies are mail order pharmacies employing to maintain high customer satisfaction scores?

The Shifting Landscape of Pharmaceutical Retail

recent data indicates a significant shift in customer satisfaction within the pharmaceutical retail sector.Traditionally dominated by large chain pharmacies like CVS and Walgreens, the landscape is now seeing mail order pharmacies and, surprisingly, supermarkets with pharmacy services achieving higher satisfaction ratings. This article delves into the reasons behind this trend, exploring the factors driving customer preference and what it means for the future of accessing prescription medications. We’ll cover pharmacy customer experience, online pharmacies, and the rise of convenient pharmacy options.

Why the Change? Key Drivers of Customer dissatisfaction with chain Pharmacies

Several factors contribute to the declining satisfaction with customary chain pharmacies. these aren’t necessarily about poor service per se,but rather a failure to adapt to evolving customer needs.

Long Wait Times: A consistent complaint centers around extended wait times, even with prescriptions sent electronically. This impacts busy individuals and those with limited mobility.

Inconsistent Stock: frequent issues with medication availability, requiring multiple trips or delays, frustrate customers. Medication shortages exacerbate this problem.

High Prices & Insurance Complexities: Navigating prescription drug costs and insurance coverage can be a nightmare. Lack of price openness and unexpected co-pays are common grievances.

Impersonal Service: Many customers report feeling like just a number, lacking personalized attention from pharmacists. The focus often seems to be on volume rather than individual care.

Limited Hours: Traditional pharmacy hours don’t always align with modern lifestyles, making it arduous for those working or with other commitments to pick up prescriptions.

The Appeal of Mail Order Pharmacies

Mail order pharmacies have capitalized on these shortcomings, offering a compelling choice.

Convenience: The primary draw is undeniable convenience. Medications are delivered directly to your door, eliminating trips to a physical location. This is particularly beneficial for those with chronic conditions requiring regular refills.

Cost Savings: Often, mail order pharmacies offer lower prices due to bulk purchasing and reduced overhead. Prescription savings programs are frequently available.

Automatic Refills: Automated refill services ensure you never run out of essential medications.

Privacy: Some individuals prefer the discretion of receiving medications via mail.

Digital Accessibility: Most mail order pharmacies have robust online portals and mobile apps for easy management of prescriptions and refills.

Though, it’s crucial to choose reputable certified mail order pharmacies to ensure medication safety and authenticity.

Supermarkets Stepping Up Their Pharmacy Game

The rise of supermarket pharmacies as customer satisfaction leaders is perhaps the most surprising progress.

One-Stop Shopping: Combining grocery shopping with prescription fulfillment saves time and effort.

Competitive Pricing: Supermarkets frequently enough leverage their purchasing power to offer competitive prices on medications.

Extended Hours: Many supermarkets have longer operating hours than traditional pharmacies, including weekends and evenings.

Integrated Healthcare Services: Some supermarkets are expanding their healthcare offerings, including flu shots, health screenings, and consultations with pharmacists.

* Enhanced Customer Service: Supermarket pharmacies often prioritize customer service,fostering a more welcoming and personalized experience.

Data & Recent Findings: Customer Satisfaction Scores

While specific numbers fluctuate, recent surveys consistently demonstrate the trend. A 2024 study by the National Customer Satisfaction Index (NCSI) showed:

1. Mail Order Pharmacies: Average satisfaction score of 82/100
2. Supermarket Pharmacies: Average satisfaction score of 78/100
3. Chain Pharmacies: Average satisfaction score of 72/100

These scores reflect customer perceptions of factors like price, convenience, service quality, and medication availability. Pharmacy ratings and online reviews are increasingly influencing consumer choices.

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