August 22, 2007 
I saw a summary of this JD Powers report in the medcoExtra (internal weekly publication). I think the data is interesting so here is what they reported:
- 6,500 participants (500 seniors) were surveyed on overall experience, loyalty, choice, and purchase behavior
- Highest levels of satisfaction were found at mail order where 71% were either “delighted” or “pleased”. The second highest went to supermarkets.
- Mail order included Medco, Caremark, Express Scripts, drugstore.com, Precision Rx, RxSolutions, Walgreens Health Initiatives, Walmart, Cigna, Pharmacare, and RiteAid.
- Medco ranked third based on client satisfaction behind Caremark and Pharmacare.
- Consumers responded that convenience – time to fill, ease of ordering, and ease of contact – as the most important factor in overall satisfaction.
- Ranked second was “store layout” which means website design, IVR, etc. (for mail order).
- Some people didn’t realize that you could speak to a pharmacist at mail. (communication)
- The survey confirmed that some people don’t take advantage of mail because they don’t understand the process or the reasons to use it. (communication)
- 5% of patients said they had a problem, but the majority of those were around long waits or unfilled prescriptions. 9% of the 5% said the problem was related to quantity or dosage.
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