Drugstores
Measure pharmacy customer satisfaction with scientific precision
Quantify the link between customer satisfaction and profitability with proven technology.
DRUGSTORES
Retail pharmacies are transforming health and wellness services across the nation. ACSI’s science-based model and methodology helps drugstores quantify the link between customer satisfaction and profitability.
At a glance:
DRUGSTORES
- Inaugural year:
2005
- Updated:
annually
- Most recent data:
2024
- Companies:
4 major companies, plus aggregate of smaller stores
Drugstores
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2023 | 2024 | % Change |
|---|---|---|---|---|
| Drugstores | 76 | 77 | 1% | |
| #walmart | Walmart | 74 | 82 | 11% |
| #rite-aid | Rite Aid | 75 | 76 | 1% |
| #walgreens | Walgreens | 75 | 75 | 0% |
| #cvs | CVS | 75 | 74 | -1% |
| All Others | 80 | 82 | 3% |
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Quality of mobile app | 83 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 84 |
| Layout and cleanliness of store | 81 | 83 |
| Convenience of store location and hours | 81 | 82 |
| Quality of pharmacy services | 79 | 82 |
| Website satisfaction | 79 | 82 |
| Ability to provide brand names | 79 | 81 |
| Courtesy and helpfulness of staff | 77 | 80 |
| Availability of merchandise (inventory stocks) | 75 | 79 |
| Call center satisfaction | 75 | 79 |
| Speed of checkout process | 75 | 79 |
| Variety and selection of merchandise | 77 | 79 |
| Frequency of sales and promotions | 74 | 76 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected January – December 2023.