JD Power: These retailers rank highest in pharmacy customer satisfaction ...
Brick-and-mortar pharmacies are losing ground to mail order when it comes to customer satisfaction.
Pharmacy customer satisfaction is undergoing a notable transformation, according to the JD Power 2026 U.S. Pharmacy Study. Fueled by live agent support and digital convenience, customer satisfaction with mail-order pharmacies rose by two points from 2025 to 699 (on a 1,000-point scale). Satisfaction with brick-and-mortar pharmacies fell seven points year over year to 669 in 2026, largely due to weakening customer trust and perceptions of value.
Amazon Pharmacy ranks highest in the mail order segment with a score of 745. Kaiser Permanente Pharmacy (733) ranks second and Walmart Pharmacy Mail Services (714) ranks third.
Other findings from the study are below.
•Sam’s Club ranked highest among brick-and-mortar mass merchandiser pharmacies for an 11th consecutive year, with a score of 786. Costco (770) ranks second.
•Good Neighbor Pharmacy ranks highest among brick-and-mortar chain drug store pharmacies with a score of 748. Health Mart (747) ranks second and CVS Pharmacy (653) ranks third.
•H-E-B ranks highest among brick-and-mortar supermarket pharmacies with a score of 773. Wegmans (749) ranks second and Publix (741) ranks third.
“In today's pharmacy environment, the direct human interaction and effortless convenience are non-negotiable when it comes to customer satisfaction," said Meaghan Hafner, senior director of healthcare solutions at JD Power. "Whether customers are interacting with a pharmacist over the phone for a mail-order prescription or picking up medication at a brick-and-mortar location, they value empathetic, knowledgeable staff and easy access to services. Digital tools, when integrated effectively, enhance this experience. Pharmacies that successfully deliver personal touches and digital efficiency will build lasting loyalty.
Methodology
The U.S. Pharmacy Study, now in its 18th year, measures customer satisfaction with brick-and-mortar and mail order pharmacies. The 2026 study is based on responses from 14,144 pharmacy customers who filled a prescription within the past 12 months and was fielded from May 2025 through May 2026.
