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
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Inaugural year:
2005
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Updated:
annually
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Most recent data:
2023
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Companies:
6 major companies, plus aggregate of smaller stores
Satisfaction Benchmarks by Company
Drugstores
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Drugstores | 76 | 76 | 0% |
| 1 | Walmart | 71 | 74 | 4% |
| 1 | Walgreens | 74 | 75 | 1% |
| 1 | Rite Aid | 73 | 75 | 3% |
| 1 | Kroger | 75 | 76 | 1% |
| 1 | CVS | 76 | 75 | -1% |
| 1 | Albertsons Companies | 73 | 73 | 0% |
| 1 | All Others | 80 | 80 | 0% |
2023 results based on data collected January – December 2022.
Drugstore Benchmarks
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Quality of mobile app | 82 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 82 |
| Convenience of store location and hours | 82 | 81 |
| Layout and cleanliness of store | 80 | 81 |
| Ability to provide brand names | 78 | 79 |
| Quality of pharmacy services | 79 | 79 |
| Website satisfaction | 80 | 79 |
| Courtesy and helpfulness of staff | 78 | 77 |
| Variety and selection of merchandise | 77 | 77 |
| Availability of merchandise (inventory stocks) | 76 | 75 |
| Call center satisfaction | 75 | 75 |
| Speed of checkout process | 76 | 75 |
| Frequency of sales and promotions | 75 | 74 |
Industry averages are weighted by companies’ market shares.