Care & Convenience: The New Rx for Pharmacy Satisfaction

Good Neighbor Pharmacy, Sam’s Club, H-E-B and Amazon Pharmacy Rank Highest in Respective Segment

• Mail order pharmacy satisfaction increases while brick-and-mortar declines
• Mail order pharmacies’ gains driven by improved satisfaction with human support
• Digital channels emerge as a bright spot for brick-and-mortar pharmacies

TROY, Mich.--(BUSINESS WIRE)--The landscape of pharmacy customer satisfaction is undergoing a notable transformation, according to the JD Power 2026 U.S. Pharmacy Study,^SM indicating divergent trends between mail-order and brick-and-mortar pharmacies. Fueled by live agent support and digital convenience, mail-order pharmacy satisfaction slightly increases by 2 points from 2025 (on a 1,000-point scale) to 699. Brick-and-mortar establishments' satisfaction declines by 7 points year over year to 669 in 2026, largely due to weakening customer trust and perceptions of value. This shift underscores a critical demand across both segments for an integrated experience that effectively combines accessible person-to-person service with seamless digital solutions.

“In today's pharmacy environment, the direct human interaction and effortless convenience are non-negotiable when it comes to customer satisfaction," said Meaghan Hafner, Senior Director of Healthcare Solutions at JD Power. "Whether customers are interacting with a pharmacist over the phone for a mail-order prescription or picking up medication at a brick-and-mortar location, they value empathetic, knowledgeable staff and easy access to services. Digital tools, when integrated effectively, enhance this experience. Pharmacies that successfully deliver personal touches and digital efficiency will build lasting loyalty.

“Additionally, study data shows that while mail-order pharmacies are making progress through enhanced personal and digital interactions, the declining ability to effectively resolve problems poses a significant risk. Meanwhile, brick-and-mortar pharmacies face an urgent need to rebuild trust and demonstrate value to customers, even as their digital offerings show promise.”

Study Rankings

Good Neighbor Pharmacy ranks highest among brick-and-mortar chain drug store pharmacies with a score of 748. Health Mart (747) ranks second and CVS Pharmacy (653) ranks third.

Sam’s Club ranks highest among brick-and-mortar mass merchandiser pharmacies for an 11^th consecutive year, with a score of 786. Costco (770) ranks second.

H-E-B ranks highest among brick-and-mortar supermarket pharmacies with a score of 773. Wegmans (749) ranks second and Publix (741) ranks third.

Amazon Pharmacy ranks highest in the mail order segment with a score of 745. Kaiser Permanente Pharmacy (733) ranks second and Walmart Pharmacy Mail Services (714) ranks third.

To view the complete visual rank charts for each segment, visit: http://www.jdpower.com/pr-id/2026070.

The U.S. Pharmacy Study, now in its 18^th year, measures customer satisfaction with brick-and-mortar and mail order pharmacies. The 2026 study is based on responses from 14,144 pharmacy customers who filled a prescription within the past 12 months and was fielded from May 2025 through May 2026.

For more information about the U.S. Pharmacy Study, visit https://www.jdpower.com/business/u-s-pharmacy-study/.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data – including millions of consumer interactions and authoritative automotive datasets – combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.