Customer satisfaction with mail-order pharmacies declined for the second year in a row, according to a new survey from J.D. Power and Associates, and that could spell trouble for health plans that insist on their usage. Those who are required to get their prescription medications by mail order were significantly more likely to give the service a low rating than those who elected the option themselves.

On a 1,000-point scale, J.D. Power says, overall satisfaction with mail-order pharmacies fell to 792 this year, down from 814 in 2011. Satisfaction with brick-and-mortar pharmacies, meanwhile, took only a minor hit to 814 in 2012, down from 818 in 2011. Categories such as cost, service and process were used to evaluate approval.

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