For the third straight year, the independent pharmacy network — operated by drug distributor AmerisourceBergen Corp. — had the top rating among chain drug stores in the J.D. Power 2015 U.S. Pharmacy Study, which measures pharmacy customer satisfaction. On a 1,000-point scale, Good Neighbor had a score of 876, placing it No. 1 among chain drug stores and well above that pharmacy segment’s average rating of 842.
In addition, Good Neighbor noted that it was the only pharmacy in its category to receive a 5, the highest rating in the J.D.Power.com Power Circle Ratings, one of the only sources of consumer ratings based on independent and unbiased feedback from a representative sample of verified product and service owners.
Good Neighbor’s high score also marked its fifth recognition in the annual J.D. Power pharmacy study in six years: 2010, 2011, 2013, 2014 and 2015. The pharmacy network, which has nearly 3,200 locations in all 50 states plus the District of Columbia, makes personal service and its community orientation a hallmark of its marketing campaigns, including TV spots.
“An exceptional patient experience is a foundational element in the growing recognition of pharmacists as a source for high-quality and convenient health services,” stated David Neu, president of Good Neighbor Pharmacy at AmerisourceBergen. “As some of the most accessible health care providers, pharmacists have grown, and should continue to grow, their role in driving positive health behaviors and outcomes in their communities. The recognition by J.D. Power is a tremendous honor and indicative of the efforts and achievements of the thousands of independent pharmacists who make up Good Neighbor Pharmacy.”
Now in its ninth year, the J.D. Power U.S. Pharmacy Study assesses customer satisfaction with brick-and-mortar retail pharmacies in five areas: prescription ordering, store, cost competitiveness, non-pharmacist staff and pharmacists. The 2015 study is based on responses from about 15,000 pharmacy customers who filled a new prescription or refilled a prescription in the previous three months. Pharmacy staff interaction with customers was a key driver of satisfaction in this year’s study, according to J.D. Power.