New J.D. Power and Associates Study Finds High Consumer Satisfaction with Pharmacy Options

April 17, 2007

Consumers Rank Mail-Service Pharmacy Satisfaction Highly

(Washington, DC)— Health care consumers report high satisfaction with a range of pharmacy optionsâ?? including mail-service pharmacies, chain drugstores, supermarkets, and mass merchandisers, according to the inaugural J.D. Power and Associates 2007 Retail Pharmacy Satisfaction StudySM, the Pharmaceutical Care Management Association (PCMA) said today.

PCMA is the national association representing America’s pharmacy benefit managers (PBMs), which administer prescription drug plans for more than 210 million Americans with health coverage provided through Fortune 500 employers, health insurance plans, labor unions, and Medicare Part D.

“These data, coupled with other recent independent government findings, validate that the state of the US pharmacy system is strong. Consumer satisfaction is high; payors’ drug-trend costs are at historic lows; and consumers have widespread access to a range of high-quality pharmacy options,” said PCMA President Mark Merritt.

The J.D. Power and Associates study measured customer satisfaction with the pharmacy experience across major national retail drug store chains, mass merchandisers and supermarket stores, and mail-order channels. Aspects of the pharmacy purchase experience examined included the pharmacy environment, price and value of prescription drugs, purchase experience, experience with the pharmacists, and loyalty and purchase behavior dynamics.

The average overall satisfaction index for each of the pharmacy distribution channels were:

Mail-order pharmacies: 806
Supermarket pharmacies: 797
Mass merchandiser pharmacies: 787
Retail chain pharmacies: 786
More information on the J.D. Power and Associates study is available at jdpower.com

According to a recent study from PricewaterhouseCoopers (PwC), proven pharmacy benefit management tools and techniques are projected to save Medicare and the commercial market more than $1.3 trillion dollars on prescription drug costs from 2008 to 2017. By generating competition among drug makers, PBMs are achieving robust savings and discounts averaging 29 percent. PBMs also provide consumers with wide access to needed medications through a range of pharmacies, including chain and independent pharmacies, supermarkets, mass merchandisers, and mail-service pharmacies. According to a recent report from researchers at the Centers for Medicare & Medicaid Services (CMS), prescription drug-spending growth rate in 2005 slowed to its lowest growth rate in over a decade, rising just 5.8 percent. The authors cite several PBM tools as the reason for the decline.

Mr. Merritt added, “With consumers reporting widespread satisfaction with their pharmacy experience, these new data from J.D. Power and Associates are a testament to the pharmacy community working together to help to lower prescription drug costs, expand pharmacy choices, and serve consumers well.”


PCMA is the national association representing America’s pharmacy benefit managers (PBMs), which lower the cost of prescription drugs for more than 200 million Americans with coverage provided through Fortune 500 employers, health insurers, labor unions, and Medicare Part D

Contact Information:
Phil Blando, 202-207-3614
Charles Coté 202-207-3605



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