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10-Oct-14 10:00 AM  CST  

A Look At The J.D. Power U.S. Pharmacy Study 2014 

J.D. Power recently released their findings of a new study titled the “J.D. Power U.S. Pharmacy Study 2014.” The company found that pharmacist and staff interactions with customers were found to be important drivers of customer satisfaction, while mail order pharmacy satisfaction comes from the speed of the medication delivery and the ease patients have in ordering their prescriptions.

            Below are some additional things customers find essential to their satisfaction with a community and mail order pharmacy:


  • Overall customer satisfaction came from ensuring that the pharmacy has a continuous supply of medication.


  • Customers also appreciate whether the pharmacist properly explains their medication and the costs involved. Here’s where technicians can play a role in explaining drug costs to the patient, while the pharmacist can go into more detail about the patients medication. 


  • From the study, researchers also learned that customers appreciated access to health and wellness care. 


            Rick Johnson, director of the healthcare practice for J.D. Power had this to say about the study and the researchers findings. “For brick and mortar pharmacies, ensuring pharmacists are directly interacting with customers is one of the keys to delivering a satisfactory experience. For mail order pharmacies, it’s crucial that customers have easy access to a pharmacist through such channels as a phone number that is easy to access and online chat. However, only 1 in 25 customers initiate a conversation with a pharmacist in a brick and motor store, so it’s essential for staff to ask customers if they would like to speak to a pharmacist. In the mail order segment, just 1 in 10 customers interact with a pharmacist, and satisfaction is high among those who use the chat feature,” said Johnson. 

            This is one of the reasons why it is so essential for pharmacy technicians to ask the customer if they would like to speak with the pharmacist. Technicians can help encourage customers and patients to speak with their pharmacist by ensuring excellent customer service and also let individuals know that technicians and pharmacists are there to answerer their questions and concerns.





1. Perlman, Jeff and John Tews. “J.D. Power 2014 U.S. Pharmacy Study.” Press release And Study Information. J.D. Power. Web.  Date of Access: 7 Sept 2014. 

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Source: Jennifer S. O’Reilly

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