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Survey: Supermarkets excel in Rx
October 4th, 2010
NEW YORK – Pharmacies at supermarkets and mass merchandisers earned high marks for customer satisfaction in the J.D. Power and Associates 2010 National Pharmacy Study.
The annual online survey measures customer satisfaction with brick-and-mortar pharmacies and mail-order pharmacies. The 2010 study is based on responses from more than 12,300 customers who filled a new prescription or refilled a prescription in the preceding three months.
Brick-and-mortar pharmacies encompassed chain drug stores, supermarkets and mass merchandisers (including discount stores and warehouse clubs). The study examined five key factors behind customer satisfaction — prescription ordering and pickup, the stores, cost competitiveness, pharmacists and nonpharmacist staff — and rated them on a 1,000-point scale.
Of all brick-and-mortar locations, supermarket pharmacies turned in the highest average satisfaction score (824), besting even drug store chains (805) and mail order (814). In fact, three supermarket chains were among the top five overall scores: Publix (862), Wegmans Food Markets (859) and Winn-Dixie (853).
Rounding out the top 10 finishers in the supermarket category were Hy-Vee (850), Hannaford (828), H.E. Butt (824), Jewel-Osco (820), Ralphs (819), Kroger (816) and Albertsons (813).
The highest overall rating was given to Good Neighbor Pharmacy, which scored 869. The AmerisourceBergen Corp. unit and two other pharmacy franchise networks, Health Mart (856) and Medicine Shoppe (851), were the top three finishers in customer satisfaction in the chain drug segment of the study.
Of the nation’s biggest drug chains, Walgreens led with a score of 807, followed by Rite Aid (794) and CVS (789). Duane Reade, now part of Walgreen Co., had a score of 688.
Mass merchandisers had the lowest average score (794) in customer satisfaction of brick-and-mortar pharmacies, but the segment’s top finishers posted higher ratings than the three largest drug store chains.
Target led the mass merchandiser field with a rating of 848, followed by Costco (844), Sam’s Club (844), Kmart (818) and Walmart (769).