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H-E-B, Sam’s Club lead in pharmacy customer satisfaction

J.D. Power rankings also show consumers want health and wellness at their pharmacy

Bill Wilson, Senior editor at Supermarket News

July 28, 2023

1 Min Read
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The study showed a convincing 83% want their health and wellness services at their pharmacy for things like vaccinations or flu shots, health screenings, and COVID-19 testing.H-E-B

Customer satisfaction is on the rise with brick-and-mortar pharmacies in the U.S., and it’s not more evident than in Sam’s Club and H-E-B stores. 

The J.D. Power 2023 U.S. Pharmacy Study shows customer satisfaction rose 6% in 2023, reports Chain Store Age

In the mass merchandiser pharmacies category, Sam’s Club is tops for the eighth consecutive year and Costco is No. 2. 

H-E-B was the leader in the supermarket pharmacies section, marking the third year in a row the San Antonio-based company was the leader. Wegmans finished second and Publix was No. 3.

Good Neighbor Pharmacy finished No. 1 on the brick-and-mortar chain drug store pharmacies for the seventh year in a row. Rite Aid ranks third. 

“Customers are rewarding pharmacies that deliver personalized service, including interactions where communications occur on a first-name basis and when the pharmacist is available to answer questions,” said Christopher Lis, managing director of global healthcare intelligence at J.D. Power. “These elements of personalized service are moments of truth to help brick-and-mortar pharmacies forge meaningful connections with customers.”

Other findings of the J.D. Power study were:

Consumers prefer to know their pharmacist. When they know their pharmacist by name, overall satisfaction is higher. Knowing staff and/or technicians by name also helped with customer satisfaction

Related:VIDEO: Shoppers welcome H-E-B opening in North Texas

The study showed a convincing 83% want their health and wellness services at their pharmacy for things like vaccinations or flu shots, health screenings, and COVID-19 testing

More consumers are engaging with their pharmacy via digital technology. Over 80% of survey respondents said they deal with pharmacy needs digitally

Read more about:

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About the Author

Bill Wilson

Senior editor at Supermarket News

Bill Wilson is the senior editor at Supermarket News, covering all things grocery and retail. He has been a journalist in the B2B industry for 25 years. He has received two Robert F. Boger awards for his work as a journalist in the infrastructure industry and has over 25 editorial awards total in his career. He graduated cum laude from Southern Illinois University at Carbondale with a major in broadcast communications.

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