Pharmacies Get a Digital Check-Up: Engagement is Key

H-E-B and Kaiser Permanente Each Rank Highest in Respective Segment

• Overall satisfaction with pharmacy digital channels is 677 (on a 1,000-point scale) for brick-and-mortar and 707 for mail order
• Gap in mail order mobile app satisfaction score from highest to lowest is only 73 points
• Less than half of pharmacy customers return after a poor experience with pharmacy digital channels

TROY, Mich.--(BUSINESS WIRE)--The inaugural JD Power U.S. Pharmacy Digital Experience Study^SM highlights the critical role of digital platforms in shaping pharmacy customer loyalty and satisfaction. The study finds that among customers with low satisfaction (scores of 500 or below, on a 1,000-point scale), less than 50% say they'll return to that pharmacy. For customers with satisfaction scores over 801, the number of customers who will return to that pharmacy jumps to over 90%. Additionally, customers who utilize the website have higher satisfaction than those who utilize the mobile app. This underscores that an excellent digital experience is essential for driving customer retention and keeping them engaged with digital channels.

"The digital experience is no longer a secondary channel; it's a foundational element of customer engagement and loyalty for pharmacies," said Eric McCready, senior director of digital solutions at JD Power. "Study data reveals that when customers experience a positive digital journey, their continued engagement is nearly assured. Conversely, a poor experience risks deterring more than half of them. This emphasizes the need for pharmacies to strategically invest in seamless and intuitive digital solutions, transforming them from mere tools into powerful drivers of customer retention and sustained brand relationships.”

“Study data reveals significant gaps between what pharmacies currently offer digitally and what customers actually need,” said Meaghan Hafner, Senior Director of Healthcare Solutions at JD Power. “Many pharmacies are still treating digital channels as add-ons rather than core business drivers. To compete effectively, pharmacies must prioritize features that matter most to their customers, whether that's prescription management, medication reminders or seamless integration with in-store services. Those pharmacies that use digital to enhance the entire customer journey, not just transactions, will retain loyalty."

Study Rankings

H-E-B ranks highest among brick-and-mortar pharmacies with a score of 724. Publix (713) ranks second and Costco (709) ranks third.

Kaiser Permanente ranks highest among mail order pharmacies with a score of 746. Amazon Pharmacy (741) ranks second and CVS Caremark (720) ranks third.

To view the complete visual rank charts for each segment, visit: http://www.jdpower.com/pr-id/2026085.

The U.S. Pharmacy Digital Experience Study measures customer satisfaction with brick-and-mortar and mail order pharmacy digital channels based on performance in four factors: design, performance, information and tools/capabilities. The inaugural study this year is based on responses from 5,057 pharmacy customers who used a digital channel in the past six months. Awards are based on overall satisfaction combined across Desktop Website, Mobile Website and Mobile App channels.

For more information about the U.S. Pharmacy Digital Experience Study, visit https://www.jdpower.com/business/pharmacy-digital-experience-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.