Good Neighbor Pharmacy tops J.D Power customer satisfaction study

VALLEY FORGE, Pa. — J.D. Power’s annual U.S. Pharmacy Study has ranked AmerisourceBergen’s Good Neighbor Pharmacy network the highest in customer satisfaction among chain drug stores. This is the third year in a row that the independent pharmacy network has topped J.D. Power’s study. J.D. Power also gave Good Neighbor Pharmacy the highest of its Power Circle ratings, which are based on feedback from product and service owners.

Good Neighbor Pharmacy received a Customer Satisfaction Index score of 876 out of 1,000 — higher than the average chain drug store score of 842. The study ranks customer satisfaction based on customer feedback for a company’s competitiveness, cost, pharmacist and non-pharmacist staff, and this year’s study looked to 15,000 customers.  

“As some of the most accessible healthcare providers, pharmacists have grown, and should continue to grow, their role in driving positive health behaviors and outcomes in their communities,” Good Neighbor Pharmacy President Dave Neu said. “The recognition by J.D. Power is a tremendous honor and indicative of the efforts and achievements of the thousands of independent pharmacists who make up Good Neighbor Pharmacy.”

Some general insights that the study revealed include the fact that a pharmacist’s individual attention can have an impact on loyalty, as 44% of customers who talk to their pharmacists strongly agree that they feel loyal to a pharmacy, compared with 35% of people who don’t talk to a pharmacist. Additionally, front-end sales can be aided by offering health services, as 60% of customers who take advantage of the services buy other merchandise from the pharmacy.