Although customers are slow to adopt pharmacy digital offerings, their satisfaction jumps significantly when they use mobile services, according to consumer insight firm J.D. Power's annual pharmacy satisfaction survey.
The J.D. Power 2019 U.S. Pharmacy Study, released Aug. 20, measures satisfaction of more than 12,000 customers who filled a prescription in the three-month window prior to the survey period of May to June.
Four key insights from the report:
1. Email or live chat options may help boost satisfaction. The study found 89 percent of pharmacy customers communicate with pharmacy staff in person, but consumers who use email or live chat to communicate are equally, if not more, satisfied.
2. The number of topics discussed matters in terms of satisfaction. Satisfaction with a pharmacist jumps when they discuss four or more topics with a customer during their interaction.
3. Health and wellness services boost customer spending. About 42 percent of customers have used their pharmacy's health and wellness services, such as clinics or lab tests, in the last year. Those that have, spend 12.5 percent more on their prescription order.
4. Mobile users are more satisfied. Just 20 percent of customers use a pharmacy's mobile app, but those who do use the mobile offering were more satisfied than customers who did not use the mobile offering.
Access the full report here.