Westlake Village, Calif. A recent survey released by J.D. Power and Associates put Wegmans in the highest spot in the supermarket category in terms of customer satisfaction in the pharmacy department.
The 2009 National Pharmacy Study ranked Target first in the mass-merchandiser category for the third year straight.
In the supermarket segment, Winn Dixie and Publix ranked second and third behind Wegmans, and Costco and Sam’s Club followed Target in the mass-merchandiser category.
The study, now in its third year, gauges customer satisfaction with brick-and-mortar and mail-order pharmacies. The brick-and-mortar category comprises chain drug stores, supermarkets and mass merchandisers.
The survey examines seven key factors that contribute to customer satisfaction with brick-and-mortar pharmacies: non-pharmacist staff, store convenience, medication availability and information, store layout and design, cost competitiveness, remote ordering convenience, and pharmacist. Five factors are examined in the mail-order segment: ordering convenience, delivery convenience, medication availability and information, cost competitiveness and customer service.
An additional finding of the study was that customers with higher satisfaction scores are more loyal and spend more per visit.