The 2025 JD Power US Pharmacy Study reveals significant shifts in pharmacy customer satisfaction and industry trends that pose major concerns for brick-and-mortar pharmacies.
An important finding of the study is that chain drugstore customers are significantly more likely than those using supermarkets or mass-market retailers to consider switching pharmacies within the next year, revealing a growing openness to change. This trend is amplified by rising satisfaction scores at mail-order pharmacies.
Brick-and-mortar pharmacy closures have accelerated. In 2024, 2,275 more closures were reported in the first nine months, intensifying concerns about patient access to in-person pharmacy care. Recent news reports suggest many more closures are in the offing.
Despite these closures, the 2024 JD Power’s report found that brick-and-mortar pharmacies still led in customer satisfaction compared to mail-order, supermarket, and mass-market retail outlets. However, the market is shifting quickly with supermarkets such as Wegmans and mass-market retailers like Sam’s Club ahead of chain drugstores in the 2025 report.
As alternative pharmacy models gain popularity – and market share – the industry stands at a pivotal moment. Persistent declines in satisfaction and widespread drugstore closures signal a market in flux, suggesting a transformational change may soon be in play.
Brick-and-Mortar Pharmacy Satisfaction Decreases Below Supermarkets, Mail Order
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