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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
Company 2023 2024 % Change
Drugstores 76 77 1%
Walmart 74 82 11%
Rite Aid 75 76 1%
Walgreens 75 75 0%
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.

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