Patient Satisfaction with Mail-Order Pharmacies Increases, but Shrinks for Chain Stores
J.D. Power released a report detailing the change in mail-order and retail pharmacy trends from 2023 to 2024.
In the 2024 J.D. Power US Pharmacy Study, the company’s findings show customers’ satisfaction with mail-order pharmacy services is steadily increasing. In turn, authors of the report found that retail drug store customer satisfaction is decreasing at an even faster pace, owing to long wait times, failing trust in pharmacists, and difficulty in retrieving prescriptions as contributing factors.
“The critical link that may allow brick-and-mortar pharmacies to keep pace with the rise of mail-order and digital pharmacies is the familiarity that customers have with their pharmacist,” said Christopher Lis, Managing Director of Global Health Care Intelligence at J.D. Power.1 “This is a big differentiator that brick-and-mortar pharmacies need to closely monitor, as 52% of customers are now aware of digital pharmacies, most notably, Amazon Pharmacy. Customers need pharmacies to deliver on convenience, reliability, and trust—and mail-order and digital pharmacies are working to meet those expectations. As more consumers become aware of digital pharmacies, understand how they work, and determine that many accept their insurance, brick-and-mortar stores risk losing market share.”
Detailing the key takeaways from its report, J.D. Power dove into the year-to-year trends in specific types of pharmacy operations and analyzed customer satisfaction at respective pharmacy locations and businesses, whether it be brick-and-mortar storefronts or mail-order pharmacies.
READ MORE: NCPA: Most Adults Prefer Local Pharmacist Over Mail Order
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