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
Benchmarks by Industry
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.
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% |