U.S. Pharmacy Study
Benchmark Pharmacy Customer Experience and Satisfaction
The U.S. Pharmacy Study provides a market research report on customer experience with the largest U.S. pharmacies across Chain Drug Stores, Mass Merchandisers, Supermarkets, Hospital/Clinics, and Mail Order. The survey details how the customer experience impacts satisfaction, loyalty, and advocacy.
What the Study Measures
A Complete View of Pharmacy Perfornance and Customer Satisfaction
Customers are surveyed on seven key customer experience factors:
• Pharmacy offerings meet customer needs
• Ability to resolve problems or complaints effectively
• Time and cost savings in pharmacy services
• Prescription access, fulfillment, and convenience
• Digital experience (including mobile app and text)
• Staff performance
• Level of brand trust
Includes:
• Benchmarking across five pharmacy segments from chain to mail order
• Loyalty and advocacy metrics
• Executive briefing on industry trends
• PowerSource benchmark reporting
How it works
How the Pharmacy Study Works
• Profiles customers from the largest U.S. pharmacies
• Covers five segments including mail order and supermarkets
• Measures customer experiences across seven satisfaction factors
• Fielding begins May 2025 for 2026 study
• Publishes three waves of interim results
• Final results publish July 21, 2026
Core Strengths
Drive Pharmacy Customer Loyalty
• Enable data-driven decisions based on real customer feedback
• Gain competitive intelligence on pharmacy satisfaction drivers
• Leverage loyalty and advocacy metrics to improve retention strategies
• Access executive briefing covering key industry trends
• Benchmark performance across retail and mail order
Business Impact
Drive Pharmacy Loyalty and Advocacy
• Identifies key drivers behind pharmacy customer satisfaction and loyalty
• Improves retention by benchmarking trust, access, and digital experience
• Optimizes staffing and process across chain, mass, supermarket, mail
• Differentiates brand performance through award licensing opportunities
• Aligns offerings with how customers want to get prescriptions
Key Dates
2026
Fielding Begins: May 2025
Final Results
Publish: July 21, 2026
Press Release: July 28, 2026
2027
Fielding Begins: May 2026
Final Results
Publish: July 20, 2027
Press Release: July 27, 2027(Updated 02/05/2026)
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the Pharmacy Study as a prerequisite.
Brands Targeted to be Profiled (Final list available upon study publish)
Profiled Brands
Chain Drug Stores
CVS Pharmacy
Good Neighbor Pharmacy
Health Mart
Rite Aid Pharmacy
Walgreens
*Not award eligible
**CVS Caremark includes customers of Aetna Rx Home Delivery (2025 study only)
***Express Scripts includes customers of Cigna
^No award for this segment
****With Rite Aid ceasing operations in October 2025, Rite Aid performance data that was available in the 2026 U.S. Pharmacy Study Wave 1 results will be removed from the study starting with our Wave 2 publish, and no additional data for Rite Aid will be available in this study. The brand will not be included in the final 2026 study publish.
Hospital or Clinics
Kaiser Clinics
U.S. Department of Veterans Affairs*
*Not award eligible
**CVS Caremark includes customers of Aetna Rx Home Delivery (2025 study only)
***Express Scripts includes customers of Cigna
^No award for this segment
****With Rite Aid ceasing operations in October 2025, Rite Aid performance data that was available in the 2026 U.S. Pharmacy Study Wave 1 results will be removed from the study starting with our Wave 2 publish, and no additional data for Rite Aid will be available in this study. The brand will not be included in the final 2026 study publish.
Mail Order
AllianceRx Walgreens Prime
Amazon Pharmacy
CenterWell
CVS Caremark
Express Scripts
Kaiser Permanente Pharmacy
OptumRx
PharmaCare.us (2025 study only)
PillPack by Amazon Pharmacy
PrecisionRx.com (2025 study only)
Rx America (2025 study only)
U.S. Department of Veterans Affairs (Mail Order)*
Walmart Pharmacy Mail Services
*Not award eligible
**CVS Caremark includes customers of Aetna Rx Home Delivery (2025 study only)
***Express Scripts includes customers of Cigna
^No award for this segment
****With Rite Aid ceasing operations in October 2025, Rite Aid performance data that was available in the 2026 U.S. Pharmacy Study Wave 1 results will be removed from the study starting with our Wave 2 publish, and no additional data for Rite Aid will be available in this study. The brand will not be included in the final 2026 study publish.
Mass Merchandisers
Costco
CVS/pharmacy inside Target
Sam’s Club
Walmart
*Not award eligible
**CVS Caremark includes customers of Aetna Rx Home Delivery (2025 study only)
***Express Scripts includes customers of Cigna
^No award for this segment
****With Rite Aid ceasing operations in October 2025, Rite Aid performance data that was available in the 2026 U.S. Pharmacy Study Wave 1 results will be removed from the study starting with our Wave 2 publish, and no additional data for Rite Aid will be available in this study. The brand will not be included in the final 2026 study publish.
Supermarkets
Albertsons
Fry’s Pharmacy
Giant Eagle
H-E-B
Hy-Vee
King Soopers
Kroger
Publix
Safeway
ShopRite
Stop & Shop
Walmart Neighborhood Market
Wegmans*
*Not award eligible
**CVS Caremark includes customers of Aetna Rx Home Delivery (2025 study only)
***Express Scripts includes customers of Cigna
^No award for this segment
****With Rite Aid ceasing operations in October 2025, Rite Aid performance data that was available in the 2026 U.S. Pharmacy Study Wave 1 results will be removed from the study starting with our Wave 2 publish, and no additional data for Rite Aid will be available in this study. The brand will not be included in the final 2026 study publish.
Supermarkets
Albertsons
Fry’s Pharmacy
Giant Eagle
H-E-B
Hy-Vee
King Soopers
Kroger
Publix
Safeway
ShopRite
Stop & Shop
Walmart Neighborhood Market
Wegmans*
*Not award eligible
**CVS Caremark includes customers of Aetna Rx Home Delivery (2025 study only)
***Express Scripts includes customers of Cigna
^No award for this segment
****With Rite Aid ceasing operations in October 2025, Rite Aid performance data that was available in the 2026 U.S. Pharmacy Study Wave 1 results will be removed from the study starting with our Wave 2 publish, and no additional data for Rite Aid will be available in this study. The brand will not be included in the final 2026 study publish.
Designed for Pharmacy Leaders
• Pharmacy retail operations executives
• Mail order and specialty pharmacy leaders
• Customer experience and loyalty teams
• Digital channel product managers
• Marketing and brand executives
• Strategy and competitive intelligence heads
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
