LucyRx Defies Industry Trends with NPS of 65, Proving Employers Don't Have to Settle for Less

As PBM satisfaction declines industrywide, LucyRx stands out with exceptional service, transparency, and results.

BETHESDA, Md.--(BUSINESS WIRE)--LucyRx, the rapidly growing independent pharmacy benefits manager (PBM) built to fix what’s broken in prescription care, today announced its Net Promoter Score (NPS) of 65 — at a time when the average PBM NPS has plummeted to -12, according to the 2025 PSG Satisfaction Report.

In an industry where single-digit satisfaction scores are the norm and poor service is often tolerated, LucyRx’s results stand out as a beacon of hope for weary benefits managers. Employers do not have to accept hidden fees, long waits, and one-size-fits-most benefits. LucyRx is proving there is a better model — one built on clarity, clinical strength, and accountability.

“For too long, employers have come to accept poor service as the norm,” said David Blair, CEO at LucyRx. “Our clients are showing that when you choose a PBM designed to deliver transparency and results, you get better outcomes for your people and your budget. We’re grateful for their trust and committed to earning it every day.”

What Clients Are Saying — and Why It Matters

In the most recent survey of plan sponsors, LucyRx earned top marks in the areas that matter most for HR and benefits managers:

• Service that delivers: With a 4.6 out of 5 account service rating, clients described LucyRx’s team as “super engaged,” “quick to respond,” and “a true partner.”
• Programs that create value: 86% of clients said LucyRx’s solutions are very or extremely valuable to their organization.
• Specialty leadership: Clients gave LucyRx a 4.5 out of 5 satisfaction rating in the most complex, highest-cost category of pharmacy spend.
• True transparency: Clients called out the proprietary Formulary Marketplace as a key differentiator, enabling informed, tailored decisions.
• Loyalty that lasts: 86% said they are likely or very likely to renew; LucyRx maintains a 99% overall client retention rate.

“Our team leads with heart, and this score is a reflection of their deep commitment to providing the perfect balance of customer service and clinical decision making,” said Susan Thomas, Chief Commercial Officer at LucyRx. “It’s an incredible honor to have our clients describe their experience with us as excellent and a pleasure, and our team as knowledgeable and responsive. That’s healthcare the way it should be.”

Building a Better Model

LucyRx was created to challenge the PBM status quo — one marked by complexity, opacity, and eroding trust. The company delivers a model grounded in clarity, measurable value, and personalized support.

Its proprietary solutions include:

• The Formulary Marketplace, empowering plan sponsors to choose options aligned to cost, clinical, and access goals.
• The Connected Specialty Care Network, integrating health systems and specialty pharmacies for seamless care.
• Care Guides, who are U.S.-based clinicians and pharmacy technicians offering hands-on support for high-cost and complex prescriptions.

Recent innovations target high-impact categories such as GLP-1 therapies and women’s health — helping employers manage rising drug costs with proactive, evidence-based care.

“We’re not just performing better, we’re raising expectations for the entire industry,” added Blair. “This is what modern prescription care should look like: personal, proactive, and proven.”

Scaling with Strength

LucyRx now serves more than 1,200 clients and 1.5 million members across all 50 states, with a national pharmacy network of more than 60,000 locations. A U.S.-based clinical operations team known for concierge-level service supports its continued growth and innovation.

About LucyRx

LucyRx is an independent, next-generation pharmacy benefit manager (PBM) redefining prescription care. Fueled by innovation and decades of leadership experience, LucyRx delivers better outcomes through its integrated specialty network, formulary marketplace, and next-day home delivery solutions. Powered by its proprietary AI platform, LucyIQ™, the company provides real-time insights that support evidence-based clinical decisions, clear pricing, and exceptional service from U.S.-based pharmacy technicians. Partnering with more than 60,000 pharmacies, LucyRx serves over 1,200 clients nationwide.

This is prescription care, brilliantly reimagined.
Learn more at LucyRx.com