Drugstore Chains, Supermarkets See Boost in Customer Satisfaction

AUGUST 27, 2015
Meghan Ross, Associate Editor
Customer satisfaction with supermarket and drugstore chain pharmacies has improved in the last year, while ratings for mail-order and mass-merchandiser pharmacies have dropped, according to the J.D. Power 2015 US Pharmacy Study.

Supermarkets’ overall customer satisfaction scores improved from 843 in 2014 to 851 this year, while chain drug stores’ ratings improved by 2 points.

Wegmans, with 887 points out of a possible 1000, earned the highest honors overall and among supermarket pharmacies, followed by Publix and H-E-B.

Wegmans circulated a press release celebrating its pharmacy satisfaction score.

“Our pharmacy employees have built relationships with our customers that start with caring,” stated 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.”

Good Neighbor Pharmacy, with 876 points, ranked highest in the brick-and-mortar drugstore chain segment, followed by Health Mart and The Medicine Shoppe.

In a press release, Good Neighbor Pharmacy noted that this was the third year it had taken the top honor in this category and the fifth recognition in 6 years.

"The recognition by J.D. Power is a tremendous honor and indicative of the efforts and achievements of the thousands of independent pharmacists who make up Good Neighbor Pharmacy," Dave Neu, president of Good Neighbor Pharmacy at AmerisourceBergen, said in the release.

National Community Pharmacists Association CEO B. Douglas Hoey congratulated independent community pharmacists at these 3 top pharmacies for their high scores. 

“Locally owned and operated pharmacies Good Neighbor Pharmacy, Health Mart, and The Medicine Shoppe Pharmacy bested the competition in their market segment of the survey,” Hoey said in a statement. “The patient-first approach of these and all independent community pharmacies to customer service resonates with consumers and this study reaffirms that fact.”