Independent Community Pharmacies Garner High Customer Satisfaction Scores, J.D. Power and Associates Reports

Share |

Alexandria, Va. - September 20, 2011

Independent community pharmacies received strong customer satisfaction ratings by patients participating in the J.D. Power and Associates 2011 National Pharmacy Survey, released today.

The survey divided pharmacies into four categories: chain, mail order, mass merchant and supermarket. In the chain pharmacy category, the three pharmacies receiving the highest customer satisfaction ratings were locally owned, independently operated community pharmacies: Good Neighbor Pharmacy, Health Mart, and the Medicine Shoppe Pharmacy.

The findings echo those expressed by readers of Consumer Reports in 2011 and in previous years. In Consumer Reports' most recent survey, 94 percent of readers polled said they were highly satisfied with their experiences at independent community pharmacies.

"Independent community pharmacies pride themselves on providing expert medication counseling, competitive pricing and convenient service," said Robert Greenwood, RPh, NCPA president and pharmacy owner in Waterloo, Iowa. "It's encouraging to see this reminder that our customers are taking note of that personal touch."

In the mail order segment of The J.D. Power and Associates 2011 National Pharmacy Survey, patient satisfaction with mail "declined considerably," compared to 2010. Those customers who were required by their health plan to use mail order for maintenance medications were "even less satisfied" than those who had another pharmacy option.

"This survey also should remind employers and other health plan sponsors of the importance of preserving patient access to their pharmacy of choice," Greenwood added. "As much as $290 billion in annual health care costs have been attributed to patients not taking medications as directed by their doctors. Community pharmacists' face-to-face patient counseling continues to be the most effective way to maximize the benefit of medications and reduce overall cost."

The National Community Pharmacists Association (NCPA®) represents the interests of America's community pharmacists, including the owners of more than 23,000 independent community pharmacies, pharmacy franchises, and chains. Together they represent a $93 billion health-care marketplace, have more than 315,000 employees including 62,400 pharmacists, and dispense over 41% of all retail prescriptions. To learn more go to or read NCPA's blog, The Dose, at

Ask Your Family Pharmacist TM