The study is based on responses gathered from 12,396 pharmacy customers between August 2022 and May 2023.
Amazon’s PillPack was ranked No. 2, and Express Scripts Pharmacy earned the No. 3 spot.
J.D. Power found overall satisfaction in mail-order pharmacies increased since 2022, but customer loyalty saw a decline attributed to a lack of personal connections between pharmacy workers and patients.
About 18 percent of mail-order customers said they “definitely will” or “probably will” switch pharmacies in the next 12 months, up from 14 percent in 2022.
For brick-and-mortar pharmacy chains, the top three were Good Neighbor Pharmacy, Health Mart and Rite Aid Pharmacy.
