J.D.Power 2025 U.S. Pharmacy Study: digital Convenience Drives Satisfaction, Chain Drug Stores Lag
The pharmacy landscape is shifting, and a new J.D. Power study reveals exactly how. The 2025 U.S. Pharmacy Study, now in its 17th year, paints a clear picture: convenience, driven by digital solutions, is paramount for today’s pharmacy customer. Based on feedback from 14,700 individuals who filled prescriptions within the last 12 months (data collected May 2024-May 2025), the study highlights important disparities in satisfaction across different pharmacy types.
Customer Satisfaction: A Widening Gap
customer satisfaction is on the rise,but not equally across the board. Here’s a breakdown of how different pharmacy types are performing:
Chain Drug Stores: Satisfaction edged up slightly to 643, just one point higher than in 2024. Though, these pharmacies continue to fall behind competitors.
Mail Order pharmacies: These are experiencing the most ample gains, jumping seven points to 697. This is a remarkable 54 points above the average for traditional chain drug stores.
Supermarkets & Mass Merchandisers: These consistently outperform chain drug stores, achieving average satisfaction scores of 715 and 706, respectively.This difference in satisfaction directly impacts loyalty. According to Christopher Lis, managing director of global healthcare intelligence at J.D. Power, customers of chain drug stores are considerably more likely to consider switching pharmacies in the next year. You’re clearly signaling with your choices when convenience and service fall short.
The Rise of Digital Pharmacies & Consumer Awareness
The study underscores a pivotal moment: the ”digital tipping point” in pharmacy. Customers are increasingly turning to digital channels – websites, mobile apps, and text messaging – for prescription fulfillment.
Here’s what you need to know:
Digital Drivers: The primary reasons customers favor mail order pharmacies are the time and money they save through these digital platforms.
Growing Interest: A substantial 63% of mail order pharmacy customers express interest in using a fully digital pharmacy for their prescriptions, a 5% increase from last year.
Awareness Gap: Despite the growing interest, a significant 33% of pharmacy customers remain unaware of digital pharmacy options.
Amazon’s Lead: Among those aware of digital pharmacies (67%), Amazon Pharmacy boasts the highest recognition, known by 58%. other brands are still building their visibility.
2025 J.D. power pharmacy Rankings: Who’s Leading the Way?
The study provides specific rankings within each pharmacy type,offering valuable insight into wich businesses are delivering the best customer experiences.Brick-and-Mortar Chain Drug Stores:
- Health Mart (759)
- Good Neighbor Pharmacy (732)
Brick-and-mortar Mass Merchandiser Pharmacies:
- Sam’s Club (778) – 10th consecutive year as #1
- Costco (765)
Brick-and-Mortar Supermarket Pharmacies:
- Wegmans (764)
- Publix (760)
- H-E-B (756)
Mail Order Pharmacies:
- PillPack by Amazon Pharmacy (745) – 2nd consecutive year as #1*
- Kaiser Permanente Pharmacy (740)
- Amazon Pharmacy (734)
What This means For You
As a consumer, this study highlights the importance of exploring all your pharmacy options. Don’t hesitate to consider mail order or digital pharmacies if convenience and cost savings are priorities. Furthermore, the rankings demonstrate that significant differences exist even within the same type of pharmacy.
For pharmacy businesses, the message is clear: invest in digital solutions and prioritize customer experience. The future of pharmacy is undoubtedly digital, and those who adapt will be best positioned to thrive.
learn More: You can find the complete J.D. Power 2025 U.S. Pharmacy Study findings at[https://www.jdpower.com