The Prescription for Pharmacy Satisfaction

In 2024, the J.D. Power U.S. Pharmacy Study found that the level of trust and reliability pharmacy customers have come to expect from their local pharmacist is increasingly being found through mail order pharmacies instead.

As we reach the midpoint of data collection for the 2025 study, what trends should pharmacies keep their eyes on?

Mail Order Pharmacies Continue to See Rise in Satisfaction

The J.D. Power 2024 Pharmacy Study found that overall satisfaction with mail order pharmacies rose 6-points (on a 1,000 point scale). According to the most recent 2025 U.S. Pharmacy Study midpoint data, the mail order segment is continuing its upward trajectory with a significant year-over-year increase in overall customer satisfaction, as well as sizable gains in all seven study dimensions. 

The State of Brick and Mortar Satisfaction

Through the most current two waves of 2025 study fielding, brick-and-mortar pharmacies have continued to lose ground to mail order.  The declines in brick-and-mortar chain drug store satisfaction are affected by a combination of long wait times and difficulty ordering prescriptions. However, the downward trend previously experienced by brick-and-mortar pharmacies has leveled off from 2024, with a number of top performers exhibiting notable gains thus far. 

Online Pharmacies and Digital Experience Satisfaction

Digitally native brands such as PillPack by Amazon Pharmacy and Amazon Pharmacy continue to lead the mail order segment so far this year.

“As more consumers become aware of digital pharmacies, understand how they work and determine that many accept their insurance, brick-and-mortar stores risk losing market share,” said Lis. In 2024, just 18% of mail order customers said their pharmacy offered a well-designed digital experience, emphasizing the need for pharmacies to continue to focus on improving the ease of use of digital channels for their customers.

The J.D. Power U.S. Pharmacy Study, now in its 17^th year, measures customer satisfaction with brick-and-mortar and mail order pharmacies.  Connect with us today to learn more about the study and how J.D. Power data can transform your customer experience >>