The landscape of retail pharmacy is getting weirder and weirder, isn’t it?
Continued consolidation of the big box corner clones which further creates a “superpower connection” between government (over-seer’s of our health care industry), PBM’s and Pharma…in my mind, an un-holy trinity of disease state management, cost gauging, and continually failing customer experience.
What about the customer, where do they fit in this equation?
What about their levels of satisfaction?
JD Power recently published their annual US Pharmacy Study. Understanding the importance of the consumer experience as being one of the most effective ways to optimize ones marketing practices, this study is designed to provide a framework to help pharmacies define and take advantage of customer satisfaction.
This study looked at 5 Factors:
Where the designated types of pharmacies studied were described as: Major chains, Mass Merchandisers, Supermarkets and Mail order pharmacies; independent minded chains such as Health Mart, Good Neighbor, and Medicine Shoppe (categorized under major chains) should give some good insight for the stand alone independent pharmacy.
The study scored the type of pharmacy categories and came up with a numerical value. Below you will find a brief summation on how each category is trending, as well as examples of stores within the category.
I think the fact that chains such as Walgreens and CVS are clumped in with more independent operators including Health Mart, Good Neighbor and Medicine shoppe actually confuses the results, as consumer experiences at the Walgreens, CVS’s and RiteAids of the world don’t generally rank high.
Major Take Homes that Can Start Improving Customer Experience NOW:
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