August 2, 2022
(press release)
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More Customers Planning to Switch to Digital Retailers and Health- and Wellness-Oriented Pharmacy Organizations With more than 258.1 million total doses of the COVID-19 vaccine[1] and an estimated 40 million flu vaccinations seasonally[2] dispensed at retail pharmacies, U.S. consumers have grown accustomed to—and very comfortable with—the idea of receiving health services at their local pharmacies. According to the J.D. Power 2022 U.S. Pharmacy Study,SM released today, the evolution toward health and wellness services—in addition to medication management—may be the key to the future of the retail pharmacy industry as it contends with growing threats from online retailers. “Customers are beginning to embrace their retail pharmacy as a hub for a broad range of routine health and wellness services,” said Christopher Lis, managing director, global healthcare intelligence at J.D. Power. “This transformation is happening simultaneously with rising competition from online retailers such as Amazon, which is raising the stakes for local retail pharmacies. This is an opportunity for more retail pharmacies to innovate as a one-stop shop for routine care and to leverage data and technology to create an increasingly personalized customer experience.” Following are some of the key findings of the 2022 study: Study Rankings Good Neighbor Pharmacy ranks highest among brick-and-mortar chain drug store pharmacies for a sixth consecutive year, with a score of 740. Health Mart (723) ranks second and Walgreens ranks third (660). Sam’s Club ranks highest among brick-and-mortar mass merchandiser pharmacies for a seventh consecutive year, with a score of 759. Costco (749) ranks second and CVS Pharmacy inside Target (713) ranks third. H-E-B ranks highest among brick-and-mortar supermarket pharmacies for a second consecutive year, with a score of 785. Wegmans (754) ranks second and Publix (747) ranks third. Kaiser Permanente Pharmacy ranks highest in the mail order segment, with a score of 734. CenterWell (formerly Humana Pharmacy) (699) ranks second and OptumRx (694) ranks third. The U.S. Pharmacy Study, now in its 14th year, was redesigned for 2022. It measures customer satisfaction with brick-and-mortar and mail order pharmacies. The 2022 study is based on responses from 12,142 pharmacy customers who filled a prescription within the past 12 months and was fielded from September 2021 through May 2022. For more information about the U.S. Pharmacy Study, visit About J.D. Power J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com. Media Relations Contacts About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info [1] CDC Federal Retail Pharmacy Program for COVID-19 Vaccination https://www.cdc.gov/vaccines/covid-19/retail-pharmacy-program/index.html
https://www.jdpower.com/business/resource/us-pharmacy-study.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com
[2] CDS Weekly Flu Vaccination Dashboard https://www.cdc.gov/flu/fluvaxview/dashboard/vaccination-administered.html
[3] Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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