Jd power 2010 pharmacy study

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I put the JD Power 2010 pharmacy study data into some simple slides / graphs and posted it on my blog at www.georgevanantwerp.com.

I put the JD Power 2010 pharmacy study data into some simple slides / graphs and posted it on my blog at www.georgevanantwerp.com.

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  • 1. J.D. Power & Associates 2010 US National Pharmacy Study Summary Metrics
  • 2. Basics Of The Study
    • Fourth year
    • Measures customer satisfaction
    • Looks at several key factors:
      • Brick & Mortar – prescription ordering and pick-up process, store, cost competitiveness, non-pharmacist staff, and pharmacist
      • Mail – cost competitiveness, prescription delivery, prescription ordering, and customer service
    • Based on 12,300 customers who filled a new prescription and refilled a prescription during the 3 months prior to the survey period of May-June 2010
    http://www.prnewswire.com/news-releases/jd-power-and-associates-reports-as-consumers-shoulder-more-healthcare-expenses-cost-increasingly-drives-overall-customer-satisfaction-with-pharmacies-103449864.html
  • 3. A Few Takeaways…
    • Brick & mortar customers that are highly satisfied are:
      • 3x more likely to say they “definitely will” return to the pharmacy
      • 10x more likely to say they “definitely will recommend their pharmacy to others”
    • A highly satisfied customer may generate $227 in additional prescription revenue per year (not to mention front store sales and other revenue – flu shots)
      • They estimate this number to be $160 for mail
    • Mail order customers that are highly satisfied are:
      • 2x as likely to return to mail
      • 8x as likely to recommend mail order
  • 4. Significant Jump In Importance Of Cost Competitiveness In Driving Overall Satisfaction “ Despite the fact that customer-reported out-of-pocket pharmacy costs remain virtually unchanged from 2009, customers have become notably more sensitive to cost issues in 2010.” Jim Dougherty, Director of Healthcare Practice at J.D. Power and Associates
  • 5. Relative Rankings Across Pharmacy Types
  • 6. Chain Segment Rankings Note: Duane Reade is now part of Walgreens.
  • 7. Mass Merchant Rankings
  • 8. Supermarket Rankings
  • 9. Mail Order Rankings Note: Wellpoint NextRx is now part of Express Scripts.