Customer satisfaction with traditional walk-in, retail pharmacies continues to outpace satisfaction with mail-order pharmacies, according to the J.D. Power 2013 U.S. Pharmacy Study.
“One of the things we’ve seen in the data is that if someone feels compelled to use a mail-order [pharmacy] their satisfaction is going to be significantly lower than somebody who chooses to use it on their own,” says Scott Hawkins, director of the health care practice at J.D. Power. “That would be one of the messages to employers: Consider benefit design, and if you’re trying to encourage people to use mail order, identify the benefits that go along with mail order and encourage them to use it. For them to come to that conclusion on their own is probably going to yield better satisfaction for that experience.”
