“Publix is No. 1 in courteous and friendly staff, inviting atmosphere and in having a very clean atmosphere,” said Janet Eden-Harris, senior vice president of strategy and chief marketing officer of Market Force. “It is also a great source for nutrition and health information, good quality and private-label value.”
“We discovered that factors like convenience, friendly service and fast checkouts are prevailing reasons why consumers prefer one pharmacy to another,” said Eden-Harris. “Grocers and mass retailers are increasingly investing in these areas to capture more business from conventional pharmacies like Walgreens and CVS.”
While customers were most satisfied with a supermarket pharmacy, only 14% said that a supermarket pharmacy is their primary destination for prescription and over-the-counter drugs. National and regional chains are the predominant destination for 43%, and mass retailers ranked second at 19%. Mail orders were fourth with 5%, tying with local “mom and pop” pharmacies.
Read more: Publix Buying 7 Bi-Lo Stores
Convenience and the immediacy with which a prescription must be filled also influence a patient’s choice. “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,” she 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.
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