CVS Ranks Below Average for Customer Satisfaction, Reports J.D. Power
Monday, September 10, 2018
According to the quality ranking service J.D. Power, CVS ranks below the industry average for customer satisfaction.
The rankings released last week ranked Good Neighbor Pharmacy, a group of 4,500 independent pharmacies across the country as the best in America. There are none in Rhode Island, but two in nearby Fall River.
Both Health Mart and Rite Aid ranked above the chain drug store average.
GET THE LATEST BREAKING NEWS HERE -- SIGN UP FOR GOLOCAL FREE DAILY EBLASTCVS did rank above Walgreens.
The U.S. pharmacy industry, historically one of the most customer-centric industries measured by J.D. Power, continues to set a high bar for delivering superior levels of customer satisfaction in both the brick-and-mortar and mail-order segments, according to the J.D. Power 2018 U.S. Pharmacy Study, SM released today. “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,” said J.D. Power.
“The retail pharmacy business has been in the spotlight ever since Amazon announced in June 2018 that it’s getting into the space,” said Greg Truex, Senior Director and Healthcare Practice Leader at J.D. Power. “Amazon, or any other organization looking to disrupt the $100 billion U.S. mail order pharmacy market, will have their work cut out for them. Legacy pharmacy players have invested heavily in delivering superior service, while brick-and-mortar pharmacies are starting to reap significant customer satisfaction gains from retail-style clinics offering health and wellness services.”
The 2018 study:
U.S. consumers love their pharmacies: The average customer satisfaction score for brick-and-mortar pharmacies (847 on a 1,000-point scale) and mail order (859) compare favorably with other high-scoring industries evaluated by J.D. Power, such as direct banks (863), property and casualty insurance companies (860) and full-service investment advisors (839). Among the different pharmacy segments, supermarkets have the highest levels of overall satisfaction (863).
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