“Publix is No. 1 in courteous and friendly staff, inviting atmosphere and in having a very clean atmosphere,” Janet Eden-Harris, senior vice president of strategy and chief marketing officer of Market Force, told SN. “It is also a great source for nutrition and health information, good quality and private-label value.”
While a supermarket pharmacy trumped all other formats in customer satisfaction, only 14% of respondents said that a supermarket pharmacy is their primary destination for prescription and over-the-counter drugs. National and regional pharmacy chains are the predominant destination for 43%, while mass retailers ranked second at 19%. Mail orders through health insurance were fourth with 5%, tying with local “mom & pop” pharmacies.
“If you only have one prescription to fill and want to run in and run out, often you can get out of a Walgreens more easily than having to vie with everyone else to buy groceries. But if you fill a prescription on a regular basis, and can do it without urgency, the grocery store becomes an all-in-one trip,” Eden-Harris said.
Store brands are another cost-saving means. Nearly all of those surveyed (96%) said that when faced with an option, they choose a store-brand OTC drug or nutritional product. Costco’s private-label brand is the most popular.
“The attributes of the product itself is certainly less important in this case than the service so courteousness and fast checkout and the value card programs are making a bigger difference for consumers and making them pick a certain location over another,” Eden-Harris said.
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