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NEW HOPE, Pa. -- Waiting in line is not an effective prescription for shopper satisfaction in pharmacies, according to a new survey of chain pharmacies. In the survey 7 out of 10 customers of leading retail chains said they would like access to a kiosk to pickup and pay for their prescriptions in about a minute, especially when the pharmacy is closed.
Convenience is one of the top three drivers of pharmacy customer satisfaction, according to the consumer research, “WilsonRx Survey Report,” published by health and wellness market research firm Wilson Health Information, LLC. Price and overall professional services are the other top drivers, respondents said. Researchers polled 33,000 pharmacy customers.
Convenient store hours, and 24-hour pharmacy access were also key drivers to customer satisfaction.
Three out of five customers said they wait in line for five or more minutes to pick up their prescriptions, which lessens their overall satisfaction. In addition, over a third of pharmacy customers said that they sometimes could not pick up or drop off their prescriptions because the pharmacy was closed.
"At a time when pharmacies are busier than ever, customer expectations are also higher than ever,” said Jim Wilson, president of Wilson Health. “Retailers are struggling with prescription volumes, staffing shortages, hours of operation, reimbursement changes, and wait times, yet customers expect their prescriptions to be ready faster, they don't want to wait, and they want increased hours of service. As a result, customers are reporting frustration with long wait times and limited pharmacy hours."
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