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Pharmacy Customer Satsfaction and Healthcare Reform
Oct 10, 2009

Customer Satisfaction as reported by J.D. Power and Associates highlight great service companies and draw conclusions on public versus private prescription coverage. “Health care reform is one of the most visible issues currently being addressed by the nation and its leaders,” said Jim Dougherty, executive director of the health care practice at J.D. Power and Associates. “The study’'s mail-order pharmacy segment provides a valuable comparison opportunity for examining customer satisfaction with private and public-private insurance plans. When controlled for education, tenure with the pharmacy, total out-of-pocket costs, type of medication, and mail-order pharmacy brand, the study finds that customers are equally as satisfied with their pharmacy experience whether they are in a publicly funded program, such as the Department of Veterans Affairs pharmacy plan; a public-private program, like Medicare Part D; or a private insurance option.”

The best pharmacy outlets in this Satisfaction Index Ranking  for mail-order prescriptions were Kaiser Permanente with a score of 877 out of 1000.  Wegmans led the Supermarket channel with an 865. Health Mart was the leading Drug Retailer with 864 and Target was the highest scorer in the Mass Merch. channel with a 831.

Some interesting observations?

  • Each of the channel leaders are consistently recognized for their Service Excellence
     overall.  In pharmacy they lead as well.
  • Health Mart is an amazing  franchised independent retailer, who without chain store ownership and control, provide their brand of service magnificently.
  • Wegmans, a supermarket chain, leads all of the "brick and mortar" retailers
  • The national drug retailers were all below average (798) for their channel
  • Walmart scored a 787 below the Mass Merchandiser average (801).

Another observation?  All of the largest National Chain Retailers regardless of channel, were below their channel average.  Delivering outstanding Customer Satisfaction broadly across expansive geography and many multiple locations is a challenge.  Delivering Service Excellence by Everyone, Everywhere, Every time requires exceptional in-store execution.  Perhaps that is why few achieve that pinnacle.



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