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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:

    2021

  • Companies:

    6 major companies, plus aggregate of smaller stores

Satisfaction Benchmarks by Company

Drugstores

Company 2020 2021 % Change
Drugstores 75 76 1.3%
All Others 79 80 1%
CVS 77 76 -1%
Kroger 76 75 -1%
Walgreens 74 74 0%
Albertsons Companies 72 73 1%
Rite Aid 72 73 1%
Walmart 73 71 -3%

Drugstore Benchmarks

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2020 2021
Convenience of store location and hours 82 82
Quality of mobile app 83 82
Layout and cleanliness of store 81 80
Reliability of mobile app (minimal down time, crashes, lags) 82 80
Website satisfaction 80 80
Quality of pharmacy services 79 79
Ability to provide brand names 78 78
Courtesy and helpfulness of staff 78 78
Variety and selection of merchandise 77 77
Availability of merchandise (inventory stocks) 76 76
Speed of checkout process 76 76
Call center satisfaction 76 75
Frequency of sales and promotions 75 75

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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