On August 28, 2018, J.D. Power—a global leader in consumer insights, advisory services, and data and analytics—announced that Good Neighbor Pharmacy ranks highest overall among brick-and-mortar chain drug stores, with a score of 903.
Customers are particularly pleased by the availability of health and wellness services in brick-and-mortar pharmacies and the timeliness of delivery for mail order pharmacies.
GNP ranked highest 7 of the 10 years that JD Power has been performing The U.S. Pharmacy Study of customer satisfaction with brick-and-mortar and mail order pharmacies. The 2018 study is based on responses from 10,749 pharmacy customers who filled a prescription during the three months prior to the survey period of May – June 2018.
Among the key factors driving the highest levels of customer satisfaction are the availability of health and wellness services in brick-and-mortar pharmacies and the timeliness of delivery for mail order pharmacies.
Following are some of the key findings of the 2018 study press release:
- Consumers love their Good Neighbor Pharmacies: The average customer satisfaction score for brick-and-mortar pharmacies was 847 on a 1,000-point scale and 859 for mail order. Good Neighbor Pharmacy scored 903.
- Retail health clinics are paying dividends in customer satisfaction: Among brick-and-mortar pharmacies, the key driver of overall customer satisfaction is the availability of health and wellness services. Availability of these services is associated with a 66-point improvement in overall satisfaction.
- On-time delivery is priority for mail order pharmacies: Among mail order pharmacies, the key driver of overall customer satisfaction is having a prescription ready/delivered when promised.
- Service with a smile still matters: Among brick-and-mortar pharmacies, the second-most effective driver of overall satisfaction is “non-pharmacist staff greeted you in a friendly manner,” which is associated with a 64-point increase in customer satisfaction.
For more information about the U.S. Pharmacy Study, visit http://www.jdpower.com/resource/us-pharmacy-study.