Boulder, Col. -- Publix Pharmacy is North America’s favorite based on customer satisfaction, according to a new study of 3,600 consumers conducted by customer intelligence solutions provider Market Force Information. Target was a close second and Kroger ranked third. All three received high marks in operational attributes such as service, cleanliness, atmosphere and checkout times.
Walgreens and CVS/pharmacy ranked the highest when those consumers were asked to name their pharmacy chain, with 18% identifying Walgreens and 17% CVS.
Market Force’s study was designed to uncover which pharmacies consumers prefer for their health and wellness needs, as well as why they favor one pharmacy to another. When asked to rate their satisfaction with their most recent pharmacy experience and their likelihood to refer that pharmacy, consumers scored Publix above all others. Target, Kroger, Costco and Rite Aid also ranked high on the customer delight index, which reveals the intersection between overall satisfaction and the likelihood of recommending a pharmacy to friends and/or family.
“With national chains, grocery stores, wholesale clubs and mail-order options, there’s enormous competition for new customers," stated Janet Eden-Harris, Market Force chief marketing officer. "Faced with a plethora of choices, consumers seldom give a pharmacy another chance, so being adequate is no longer good enough.”