U.S. Pharmacy Satisfaction Shifts Toward Mail Order and Digital Services

Customer Satisfaction Trends in U.S. Pharmacies: Shift Toward Mail Order and Digital Platforms As the landscape of pharmacy retail shifts with the closure of many local drugstores, consumers are increasingly favoring mail order services, large-scale retailers, and supermarkets, driven by a better customer experience, according to the 2025 U.S. Pharmacy Study by J.D. Power. The data indicates a steady rise in overall satisfaction with mail order pharmacies, which has increased by seven points on a 1,000-point scale compared to the previous year. Conversely, traditional chain drug stores have experienced a decline, with their satisfaction scores dropping below those of mass market retailers and supermarkets, prompting some customers to consider switching providers. Current findings show the average satisfaction score for chain drug stores is 643, a slight improvement of one point from 2024. Nonetheless, these scores lag behind mail order pharmacies (697), mass market retailers (706), and supermarkets (715) by significant margins—54, 63, and 72 points respectively. Notably, mail order pharmacies have seen the largest year-over-year increase, reaching 697 in 2025. Customer experien...