For Immediate Release – Wednesday, July 21, 2004
Adult and Senior pharmacy customers report important differences in pharmacy and prescription cost satisfaction.
NEW HOPE, PA – (PR NEWSWIRE) – July 21, 2004 – Wilson Health Information, America’s leading pharmacy satisfaction research firm, released results showing that pharmacy satisfaction improves with customer age. The WilsonRxTM Age Segmentation Report details variations in expectations and satisfaction between three age groups—Younger Adults (ages 49 and younger), Older Adults (ages 50-64) and Seniors (ages 65+). Among Younger and Older Adult customers, almost half are highly satisfied with the pharmacy they use most. In each of these two groups, 4% of customers are dissatisfied. Among senior customers, over half (56%) are highly satisfied with their pharmacy and only 2% are dissatisfied. Customer satisfaction is critical for pharmacy, as nearly all highly satisfied customers intend to return to a pharmacy. A pharmacy with high satisfaction ratings loses $10,000 per month to customer defections, but a poorly rated pharmacy loses far more.
“Seniors are an important customer group, as seniors spend $131 on prescriptions, non-prescription drugs and personal care products monthly. Recognizing that Seniors’ expectations differ from those of other customers is an important step in ensuring their satisfaction. Senior and Adult customers have very different priorities and expectations,” said Jim Wilson, R.Ph, MBA, and President. “For example, adequate parking is of greater concern to Senior customers and OTC medication selection is more important to other Adult customers.”
Compared to other pharmacy customers, Seniors place greater importance on home delivery, flu/pneumonia shots, comfortable waiting areas, clarity of prescription labeling and pharmacists’ instructions. Younger Adult customers, on the other hand, place greater importance on availability and selection of non-pharmacy items and services and on convenience factors such as a drive-through window or 24-hour service. In addition, over two thirds of Adult customers choose chain or supermarket pharmacies, whereas one out of four Seniors chooses a clinic or independent pharmacy. Seniors are twice as likely as Adults to choose mail/online pharmacy instead of a pharmacy store location.
Meaningful differences by age are also seen in health insurance and pharmacy benefit satisfaction issues, as well as types of medical treatments sought and treatment satisfaction. Learn more about the report here.
Wilson Health Information, LLC, an independent privately-owned healthcare consumer research company that provides insight into pharmacy, pharmacy benefit, health insurance and treatment related issues. For more information, contact Jim Wilson at (215) 862-4581 or contact us.
THIS MATERIAL MAY NOT BE USED FOR PROMOTIONAL PURPOSES WITHOUT EXPRESS WRITTEN PERMISSION FROM WILSON HEALTH INFORMATION, LLC
