Pharmacy Satisfaction Data Full Industry Report experience related to Pharmacist and Pharmacy Staff,...

Copyright © 2014, Boehringer Ingelheim Pharmaceuticals, Inc. All rights reserved. (10/14) MIXXXXXXTR 1

Pharmacy Satisfaction Data Full Industry Report

November 2016

Copyright © 2014, Boehringer Ingelheim Pharmaceuticals, Inc. All rights reserved. (10/14) MIXXXXXXTR

• Survey implemented and analyzed by MARU/Matchbox (formerly the research and consulting

division of Vision Critical), in partnership with Sentis Market Research, on behalf of Boehringer

Ingelheim Pharmaceuticals, Inc.

• Cutting-edge technology and category experience facilitated best-in-class research, analysis and

reporting:

o Fast data collection

o Comprehensive sample structure

o Creation of an actionable questionnaire instrument

o Customizable web-enabled delivery of data and reporting

• Drill down to detailed data at the Metropolitan Statistical Area (MSA) level

• Real-time, online reporting, supported by Sentis, allowing easy access to targeted, actionable

data. Key features of the online reporting site include:

o Charting capability (total annual result or by pharmacy)

o Drill down to detailed data at the MSA level

o Filters (results can be filtered by State or MSA)

o Trending of 2013, 2014 and 2016 data where applicable

Background

2


Objectives:

• Understand areas that drive pharmacy customer satisfaction and enhance patient care

• Identify how pharmacies perform on national, regional and local levels

• Identifies challenges within pharmacy business model

• Information allows analysis of current business issues

Goals:

• Learn more about the pharmacy customer

• Discuss how to build a stronger patient care model

• Identify potential partnerships between pharmacy and the pharma industry

Why does Boehringer Ingelheim invest in the survey?

• Understand the level of customer satisfaction and dissatisfaction with their pharmacy experience

• Identify changing trends in pharmacy model and impact on customers, including BI’s core therapeutic areas

• Assist with the development of strategy and tactics that will help drive customer satisfaction at the National

and Regional pharmacy levels

Objectives and Goals

3


Study design:

• 20-minute online survey conducted with a geographically representative sample of U.S. pharmacy customers (18+

years old).

• In order to qualify for the survey, respondents had to meet the following criteria:

o Filled 6+ prescriptions (new and/or refill) in the past 12 months; and

o Shopped at a pharmacy in the past 30 days

• Quotas were set for 46 MSAs to ensure that sufficient sample was obtained to drive detailed geographic analysis

at the MSA level.

• A total of 32,669 surveys were completed between June 1 to August 11, 2016.

Survey respondents and data analysis:

• Respondents were recruited from two online panels - Springboard America and Lightspeed. Panelists.

• At the data analysis stage, the data were weighted to reflect U.S. general population by geographic distribution.

Methodology

4


Analytics:

• For the 2014 and 2016 surveys, rather than asking respondents to rate the importance of various aspects of their

pharmacy experience related to Pharmacist and Pharmacy Staff, Printed Support, Filling Rx, Convenience, Rx

Pricing and Additional Medical Services, the importance of each attribute was derived through correlation analysis.

• The switch from stated importance to derived importance was made for the following reasons:

o Reduced the number of questions asked for each pharmacy touch point, thus allowing for new questions to

be added to the survey without risking respondent fatigue.

o Derived importance is more well-suited to understanding the linkage between variables. For example,

derived importance reveals which aspects of the customer-pharmacist/pharmacy staff interactions have a

higher impact on moving overall satisfaction with pharmacist/pharmacy staff in a positive direction. In this

case, a correlation analysis is conducted between overall satisfaction with pharmacy staff and the sub-

attributes related to the pharmacist/pharmacy staff interaction. (See next slide for a detailed example and

some guidelines on how to interpret the results)

• For three pharmacy touch points (Convenience, Additional Medical Services and Rx Pricing), stated importance

was also captured. Some of the attributes/services falling under these areas are not widely available or known to

pharmacy customers, but may be something of interest to them. The only way to capture the appeal of these

attributes/services is to directly ask customers how important they are.

Methodology (cont.)

5


Analytics (cont.):

• In the example illustrated below, to derive the importance of each of the three pharmacy staff interactions on overall

satisfaction with pharmacist/staff, a correlation analysis is conducted between overall satisfaction with

pharmacy/staff and each attribute. The output of the correlation analysis is a coefficient referred to as an Impact

Score in this report. The Impact Score is a measure of the strength of the relationship between the pair of variables

in the correlation analysis. The higher the Impact Score (which has a maximum value of 100), the stronger the

relationship between two variables.

• In this example, the analysis reveals that pharmacist/staff ability to address questions/concerns has the highest

impact on overall satisfaction with pharmacist/staff. In other words, improvement in satisfaction with ability to

address questions/concerns has the most potential to translate into improvement in overall satisfaction with

pharmacist/staff.

Methodology (cont.)

6

• For this study, variables with an Impact Score

of 70 or more are considered to be higher

impact variables, i.e. have greater potential to

move the overall satisfaction measure.

• It is important to note that an Impact Score of

less than 70 does not mean that the

attribute/factor is not important, it simply

means that the attribute/factor has relatively

less impact on the overall satisfaction

measure.


Reporting:

• This report is organized into the following main sections:

o Key attributes by pharmacy type (p18 to 54): This section compares and contrasts how different pharmacy types are performing across key metrics and touch points.

o In-depth look at each pharmacy type (p55 to 225): Each section features a pharmacy type and looks at how the pharmacy type is performing across key metrics and touch points.

o Health insurance (p226 to 229): Provides an overview of the sources of health insurance, the primary health insurer and prescription drug coverage provider.

o Non-adherence (p230 to 233): Reviews the extent of non-adherence among pharmacy customers and the reasons behind non-adherence.

o Medical conditions (p234 to 249): Findings related to the diagnosis of various medical conditions, satisfaction with the pharmacy’s involvement in the disease treatment and interest and utility of services offered by the pharmacy to help cope with the disease

• Given the large sample size of this study, shifts of +/- 1 to 2 percentage points tend to be statistically significantly

different (at the 95% confidence level) when comparing wave over wave total and chain group results. This report

only calls out larger and more meaningful differences of +/- 5 points, and is indicated in the report with the

following notation:

: +5 points or more vs. previous wave

: -5 points or more vs. previous wave

Methodology (cont.)

7


Reporting (cont.):

• This report also identifies statistically significant differences in means, top and bottom box scores between

pharmacy chain groups for the current year.

o Where there are significant differences, the pharmacy type that has the higher value will have letter(s) next

to it to indicate which it is significantly higher than. The following are the notation used in this report:

I = Independents

F = Food

C = Chain

M = Mass Merchant

G = Clinic

O = Online/Mail Order

• Where stacked bar charts are presented in this report, note that data labels are not shown for bar stacks with

values of 2% or less.

Methodology (cont.)

8


• Utilizing text recognition software and incorporating Hayes Pharmacy List, respondents were able to search by

their pharmacy name and address.

Respondent Pharmacy Identification

9


Respondent Pharmacy Identification (cont.)

10


Pharmacy Satisfaction on Pulse

11

Access the Pharmacy Satisfaction data through the Pulse online reporting site.


Pharmacy Usage & Demographics


Primary Pharmacy Among Respondents (2016)

13

Q5a. Please help us identify the pharmacy that you have used most often over the past 12 months.

Q3. Approximately how many different pharmacies have you used to fill prescriptions in the past 12 months?

43%

11%

16%

9%

15%

7%

No. of Pharmacies Used

in the Past Year

46%

35%

20%

One

Two

Three or more

Chain Drug is the most widely used pharmacy with two-in-five customers choosing them as their primary pharmacy.

(All pharmacy customers, n=32,669)

Chain (n=14,002)

Food (n=3,815)

Mass Merchant (n=5,130)

Independent (n=2,842)

Online/Mail (n=4,793)

Clinic (n=2,087)


Total Demographics (2016)

14

Base: Total (n=32,669)

S2, S1, D3/D4, D5, D8, Q18, D7

29%

48%

23%

5%

16%

21%

25%

16%

17%

Age Gender Ethnicity Primary Language

6%

19%

18%

16%

20%

20%

18-24

25-34

35-44

45-54

55-64

65+

Mean: 49 years old

Female

70%

Male

30%

88%

9%

7%

3%

5%

English

98%

Spanish

1%

HH Income Health Insurance Coverage Community Type

Refused

Less than $25K

$25k to <$45K

$45K to <$75K

$75K to <$100K

$100K +

No X%

Rural

Suburban

Urban/City center

Yes

95%

No

4%

White

African

American

Hispanic

Asian

Other

Other

<1%

Yes

96%


Total 2016 (n=32,669) 3.7

Total 2014 (n=33,635) 3.8

3.6 Total 2013 (n=34,401)

Chain 2016 (C)

(=14,002) 4.1

Mass Merchant 2016 (M)

(n=5,130) 3.8

Food 2016 (F)

(n=3,815) 3.8

Independent 2016 (I)

(n=2,842)

3.6

Clinic 2016 (G)

(n=2,087) 2.9

Online/Mail Order 2016 (O)

(n=4,793) 2.7

3%

5%

6%

7%

17%

18%

42%

46%

46%

49%

45%

47%

27%

24%

24%

22%

20%

20%

14%

12%

12%

12%

10%

8%

14%

13%

11%

10%

3%

7%

Frequency of Shopping at Pharmacy (2016)

15

Q1-1. How many times have you personally shopped at the pharmacy (including times you shopped for items other than prescription

medications) in the past 30 days?

Customers are shopping at their pharmacy at about the same frequency as in 2014. On average, customers shop at

their pharmacy about once a week.

7%

9%

17%

45%

45%

39%

24%

23%

23%

12%

11%

10%

13%

11%

11%

Mean Up 5+ points

vs. last wave Down 5+ points

vs. last wave Never 1 to 2 3 to 4 5 to 6 7+


1.5

1.1

2.0

3.5

2.0

1.3

1.3

1.1

1.0

32%

56%

65%

66%

69%

73%

30%

21%

20%

19%

18%

16%

16%

10%

7%

7%

7%

6%

22%

13%

8%

8%

6%

5%

63%

74%

70%

20%

14%

12%

8%

6%

6%

8%

7%

12%

Frequency of Visitation to a Permanent Medical Clinic at a Pharmacy

16

Base: Total (n=32,669)

Q1-2. How many times have you personally visited a permanent medical clinic at a pharmacy in the past 12 months (where you can see a doctor or nurse at

any time about an illness or condition such as a sore throat or ear infection) but did not receive a prescription?

Q1-3. How many times have you personally visited and received a prescription from a permanent medical clinic at a pharmacy (where you can see a doctor

or nurse at any time about an illness or condition such as a sore throat or ear infection) in the past 12 months

About one-third of pharmacy customers visited a permanent clinic in the past year but did not receive a prescription,

an increase from 2014 (23%). Another one-third of pharmacy customers visited and received a prescription from a

permanent clinic in the past year, up slightly compared to 2014 (27%).

Mean

Visited and Received Prescription From Permanent Medical Clinic

Up 5+ points


vs. last wave

Visited But Did Not Receive Prescription From Permanent Medical Clinic

Total 2016 (n=32,669) 1.1

Total 2014 (n=33,635) 0.8

0.8 Total 2013 (n=34,401)

Clinic 2016 (G)

(n=2,087) 2.5


(n=2,842) 1.7

Chain 2016 (C)

(n=14,002) 1.0


(n=5,130) 1.0


(n=4,793) 1.0

Food 2016 (F)

(n=3,815) 0.7

41%

62%

69%

70%

70%

77%

29%

19%

19%

18%

18%

15%

15%

9%

6%

6%

7%

4%

15%

9%

6%

6%

5%

4%

Never 1 to 2 3 to 4 5+

68%

77%

79%

19%

14%

13%

7%

5%

4%

6%

4%

5%


1.5

1.6

1.3

1.6

4.4

1.0

0.8

0.6

72%

65%

43%

79%

80%

86%

13%

18%

13%

10%

11%

8%

6%

7%

17%

4%

4%

3%

8%

8%

27%

5%

5%

3%

77%

73%

7%

11%

6%

6%

10%

9% Total 2016 (n=32,669) 1.8

Total 2014 (n=33,635) 1.3


(n=2,842) 2.3

Clinic 2016 (G)

(n=2,087) 2.0


(n=4,793) 1.9

Chain 2016 (C)

(n=14,002) 1.7


(n=5,130) 1.6

Food 2016 (F)

(n=3,815) 1.4

56%

54%

58%

63%

66%

69%

18%

21%

19%

15%

14%

13%

11%

12%

11%

8%

8%

7%

15%

13%

12%

14%

12%

11%

71%

62%

12%

16%

7%

9%

10%

13%

Frequency of Shopping Online for Medications

17

Q1-4. How many times have you personally shopped online for over-the-counter medications in the past 12 months?

Q1-5. How many times have you personally shopped online for prescription medications in the past 12 months?

A third of pharmacy customers have shopped online for over-the-counter medications, compared to a quarter for

prescription medications. Compared to 2014, Online/Mail Order, Clinic and Independent pharmacy customers are

shopping online more frequently for both over-the-counter and prescription medications.

Shopped for over-the-counter medications Shopped for prescription medications

Mean Up 5+ points


vs. last wave Never 1 to 2 3 to 4 5+


Key Attributes by Pharmacy Type


Summary of Findings

19

• Overall satisfaction with pharmacy is high − four-in-five pharmacy customers are satisfied with their primary

pharmacy, including three-in-five who are very satisfied. Overall satisfaction is incredibly stable over time.

• Across most pharmacy types (not including Food and Chain), more customers tell us the quality of service has

improved compared to 2014.

• The cornerstones of the overall pharmacy experience remain prescription filling, pharmacist/pharmacy staff and

convenience. Pharmacies are doing well in these areas − for each, performance is relatively stronger in these areas

than in areas that are less important to customers, namely Additional Medical Service and Pricing.

• Engagement with the pharmacist/pharmacy staff is on the rise and length of customer discussions is also on the

rise across pharmacy types. Although there is greater engagement, customers are less satisfied with the personal

attention and customization provided from the pharmacist and staff, specifically around knowing who they are and

ability to address questions and concerns.

• Independent and Food/Supermarket pharmacies deliver the strongest performances – customer satisfaction is

highest for these pharmacies, and both also outperform other pharmacies on multiple touch points, namely

prescription filling, convenience and pharmacist/staff.


Summary of Findings (cont.)

20

• Mass Merchant pharmacies trail other retail pharmacies across most satisfaction touch points, except prescription

pricing and pharmacist/staff where Mass Merchants performs moderately well.

• Chain Drug pharmacies continue to be the most widely used, with two-in-five customers using a Chain Drug

pharmacy as their primary pharmacy. Overall satisfaction with Chain Drug pharmacy ratings have remained stable

from 2014 to 2016.

• Clinic pharmacies have seen erosion in ratings across key drivers of overall satisfaction, namely filling

prescriptions and pharmacist/pharmacy staff. Additionally, compared to 2014, fewer Clinic customers say they are

very likely to continue filling prescriptions at their current pharmacy.

• Relative to other customers, Online/Mail Order customers are the least satisfied with their pharmacy. That said,

56% of Online/Mail Order customers are highly satisfied with their pharmacy.

• Online/Mail Order pharmacies are performing strongly on Additional Medical Services, an increase from 2014.

This is driven by adherence programs. There is room in the market for Online/Mail Order pharmacies to own

this space, which can certainly have a positive impact on overall satisfaction.


Overview:

Drivers of Overall Satisfaction With Primary Pharmacy (2016)

21

Q10 (Overall satisfaction with primary pharmacy)/Q24-1 (Overall satisfaction with pharmacist/pharmacy staff) / Q25-1 (Overall satisfaction with filling

prescriptions) / Q26-1 (Overall satisfaction with convenience) / Q30-1 (Overall satisfaction with additional medical services)/ Q32-1 (Overall satisfaction with

prescription drug pricing).

*Based on correlation between overall satisfaction with primary pharmacy and overall satisfaction with each of the five touch point categories.

How well pharmacies deliver on prescription filling, convenience and pharmacist/pharmacy staff engagement have

the greatest impact on overall satisfaction with pharmacy. Encouragingly, these are also the top-performing areas.

Continued prioritization of these aspects of pharmacy is crucial to pharmacy success.

Overall satisfaction with pharmacy

(n=32,669)

Filling prescriptions

(n=32,669)

Convenience

(n=32,669)

Pharmacist and pharmacy staff

(n=27,232)

Prescription pricing

(n=32,669)

Additional medical services

(n=12,948)

62% 23% 5% 5% 6%

70%

70%

64%

52%

44%

21%

22%

25%

30%

25%

4%

4%

5%

11%

27%

3%

3%

4%

Up 5+ points


vs. last wave

Somewhat

satisfied

Very

satisfied Neither Somewhat

dissatisfied Very

dissatisfied Key driver of overall satisfaction

with pharmacy*


Overall Satisfaction With Primary Pharmacy

22

Base: Total Respondents

Q10. Overall, how satisfied are you with [primary pharmacy]?

Overall satisfaction with primary pharmacy remains strong; satisfaction has stabilized for Independent, Clinic and

Mass Merchant, who saw a slight decline from 2013 to 2014.

Total 2016 (n=32,669)

Total 2014 (n=33,635)

Total 2013 (n=34,401)


(n=2,842)

Food 2016 (F)

(n=3,815)

Chain 2016 (C)

(n=14,002)


(n=5,130)

Clinic 2016 (G)

(n=2,087)


(n=4,793)

63%

61%

62%

23%

22%

23%

5%

5%

5%

4%

5%

5%

5%

7%

6%

72%

71%

61%

59%

57%

56%

14%

17%

24%

25%

24%

25%

3%

4%

5%

5%

8%

3%

4%

4%

5%

6%

6%

8%

5%

6%

5%

8%

6%

Up 5+ points


vs. last wave

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

C, M, O, G

C, M, O, G

M, O, G

O


Likelihood to Fill Future Prescriptions at Primary Pharmacy

23


Q11. What is the likelihood that you will use … as your primary pharmacy to fill future prescriptions?

After a dip in future intent to use current pharmacy in 2014, the results have stabilized. Over 90% feel they will likely

use their pharmacy in the future.

Total 2016 (n=32,669)

Total 2014 (n=33,635)

Total 2013 (n=34,401)

Food 2016 (F)

(n=3,815)


(n=2,842)

Chain 2016 (C)

(n=14,002)


(n=5,130)


(n=4,793)

Clinic 2016 (G)

(n=2,087)

Somewhat

likely

Very

likely Neither Somewhat

unlikely Very

unlikely

84%

77%

78%

10%

13%

14%

4%

3%

4%

3%

82%

79%

78%

76%

76%

71%

10%

11%

14%

15%

14%

16%

3%

3%

3%

4%

5% 3%

3%

5%

3%

3%

4%

5%

Up 5+ points


vs. last wave

C, M, I, O, G

M, O, G

M, O, G

G

G



Q12. What is the likelihood that you will recommend [primary pharmacy] to relatives or friends who need to fill prescriptions?

Three-quarters of customers are inclined to recommend their primary pharmacy to relatives or friends. Compared to

2014, more anticipate strongly advocating for their Clinics and Online/Mail Order pharmacies.

Likelihood to Recommend Primary Pharmacy

Total 2016 (n=32,669)

Total 2014 (n=33,635)

Total 2013 (n=34,401)


(n=2,842)

Food 2016 (F)

(n=3,815)

Chain 2016 (C)

(n=14,000)


(n=5,131)

Clinic 2016 (G)

(n=2,087)


(n=4,793)

Up 5+ points


vs. last wave

55%

53%

55%

20%

21%

22%

18%

18%

15%

3%

4%

3%

5%

5%

4%

69%

63%

58%

55%

45%

40%

18%

19%

24%

24%

24%

21%

7%

13%

13%

15%

19%

27%

3%

4%

4%

4%

4%

3%

3%

3%

7%

7%

Somewhat

likely

Very

likely Neither Somewhat

unlikely Very

unlikely

C, M, I, O, G

C, M, O, G

M, O, G

O, G

O


Change in the Quality of Service From Primary Pharmacy

25


Q13a. Compared to 12 months ago, how has your opinion regarding the quality of [primary pharmacy] changed, if at all?

One-in-four pharmacy customers say they are getting better quality service from their pharmacy compared to a year

ago. Clinic and Independent customers are the most likely to indicate improvement in service, however improvement

is also evident among Mass and Online/Mail Order customers.

Total 2016 (n=32,669)

Total 2014 (n=33,635)

Total 2013 (n=34,401)

Clinic 2016 (G)

(n=2,087)


(n=2,842)

Chain 2016 (C)

(n=14,002)


(n=5,130)

Food 2016 (F)

(n=3,815)


(n=4,793)

24%

20%

22%

64%

69%

64%

6%

6%

6%

6%

6%

8%

35%

31%

25%

21%

18%

18%

50%

54%

64%

65%

71%

67%

8%

7%

6%

8%

4%

7%

7%

8%

5%

6%

7%

7%

Quality

improved

Quality has

stayed the same

Quality

declined

I have been using the same

pharmacy for less than 12 months

Up 5+ points


vs. last wave

C, F, M, O

I, C, F, M, O

F, M, O

F, O


Reasons for Switching Pharmacy (2016)

26

Base: Among those who have been using their pharmacy for less than a year

Note: Table shows major mentions of 10% or more

Q13b. Please tell us the top three reasons for why you started using [primary pharmacy] in the past 12 months.

*Response options modified in 2016, therefore results are not directly comparable to prior years.

Proximity to home or work is the primary reason customers switch pharmacies. For Independents, it’s also about the

staff, while a switch to Online/Mail Order is prompted by health plan mandates and 90 day refills.

2016: By Pharmacy Type

Total

2016

Chain

(C)

Online/

Mail Order

(O)

Mass Merchant

(M)

Food

(F)

Independent

(I)

Clinic

(G)

(n=2,035) (n=736) (n=353) (n=324) (n=254) (n=220) (n=148)

Close to my house/work 34% 44% 0% 38% 41% 45% 27%

I moved 20% 25% 6% 20% 20% 24% 23%

Health insurance requires me to use

this pharmacy 19% 13% 44% 13% 12% 15% 17%

90 day refills 19% 13% 49% 16% 10% 7% 12%

Refill reminders/contacts me when Rx

ready 14% 16% 20% 10% 9% 12% 13%

Like the pharmacy staff 13% 11% 7% 11% 17% 35% 7%

Has other items available for

purchase 12% 13% 0% 24% 19% 7% 7%

Other 19% 15% 21% 25% 21% 21% 12%

Statistically significantly higher than four or more sub-groups.


Total 2016 (n=9,181)

Total 2014 (n=9,578)

Total 2013 (n=10,162)


(n=580)

Clinic 2016 (G)

(n=480)


(n=764)

Chain 2016 (C)

(n=2,080)


(n=4,793)

Food 2016 (F)

(n=484)

Change in Use of Online/Mail Order Pharmacies

27

Base: Among those who have used online/mail order pharmacy to fill prescriptions in the past year

Q9b. How has your use of online and/or mail order pharmacies changed over the past 12 months if at all?

Online/Mail Order is being used frequently, with over a quarter saying that their usage has increased in the past year.

Increased

somewhat

Increased

substantially Remained

the same

Decreased

somewhat

Decreased

substantially Up 5+ points


vs. last wave

6%

6%

12%

13%

14%

19%

71%

70%

56%

6%

6%

6%

5%

5%

7%

22%

21%

15%

13%

9%

5%

26%

25%

22%

25%

15%

15%

27%

28%

44%

42%

70%

52%

8%

10%

8%

9%

3%

13%

16%

16%

11%

11%

16%

C, F, M, O

C, F, M, O

F, O

F, O

F

F, O

F, O

F, O

F, O


Reasons for Increased Use of Online/Mail Order Pharmacies (2016)

28

Base: Among those who have increased their online/mail order pharmacy use over the past year

Q9c. What is the main reason you have increased your use of online/mail order pharmacies for filling prescriptions?

*New response option added in 2016, therefore results are not directly comparable to prior years.

Lower prices/discounts and necessity (i.e. health insurance company required it) are the main reasons for increased

Online/Mail Order usage.


Total

2016

Online/

Mail Order

(O)

Chain

(C)

Mass

Merchant

(M)

Independent

(I)

Clinic

(G)

Food

(F)

(n=2,839) (n=1,154) (n=793) (n=287) (n=281) (n=218) (n=106)

Health insurance company required it 36% 33% 29% 36% 56% 50% 25%

Receive lower prices/discounts 26% 24% 32% 31% 21% 18% 37%

Convenience 20% 20% 24% 19% 15% 20% 13%

Receive 90 day refills* 14% 19% 11% 11% 7% 11% 15%

Other 4% 4% 3% 3% 1% 2% 10%



Total 2016 (n=32,669)

Total 2014 (n=33,635)

Total 2013 (n=34,401)


(n=2,842)

Food 2016 (F)

(n=3,815)

Chain 2016 (C)

(n=14,002)


(n=5,130)

Online/Mail Order (O)

(4,793)

Clinic 2016 (G)

(n=2,087)

Filling Prescriptions: Satisfaction

29

Base: All customers

Q25 With respect to filling your prescriptions, how would you rate your satisfaction with each of the following at [primary pharmacy]?

Customers remain highly satisfied with their primary pharmacy’s performance in terms of prescription filling.

There was a slight decline in satisfaction in Clinic, underperforming compared to all other pharmacy types on this

dimension.

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied Up 5+ points


vs. last wave

73%

71%

70%

19%

20%

21%

4%

5%

4%

3%

3%

3%

78%

77%

69%

68%

66%

64%

15%

17%

22%

23%

22%

24%

3%

3%

4%

4%

5%

5%

3%

3%

4%

3%

3%

4%

C, M, O, G

C, M, O, G

G

O, G


Convenience: Satisfaction

30

Base: All customers

Q26 With respect to convenience, how would you rate your satisfaction with each of the following at [primary pharmacy]?

Satisfaction with convenience remains high and positive overall. Food and Independent pharmacies earn the highest

satisfaction ratings, whereas Clinics the lowest.

Total 2016 (n=32,669)

Total 2014 (n=33,635)

Total 2013 (n=34,401)

Food 2016 (F)

(n=3,815)


(n=2,842)

Chain 2016 (C)

(n=14,002)


(n=4,793)


(n=5,130)

Clinic 2016 (G)

(n=2,087)

Somewhat

satisfied

Very


dissatisfied Very



vs. last wave

71%

69%

70%

21%

22%

22%

5%

5%

4%

77%

77%

70%

69%

65%

60%

18%

18%

23%

21%

26%

26%

3%

4%

5%

5%

6%

3%

3%

5%

3%

3%

C, M, O, G

C, M, O, G

M, G

M, G

G


Total 2016(n=27,876) 11.9

Total 2014 (n=27,465) 10.7


(n=2,842) 9.0

Food 2016 (F)

(n=3,815) 10.4

Chain 2016 (C)

(n=14,002) 12.3


(n=5,130) 12.7

Clinic 2016 (G)

(n=2,087) 14.6

Wait Time for Rx Pick Up

31

Base: Retail pharmacy and clinic customers

Q29 Considering the last prescription that you filled at [primary pharmacy], approximately how long did you have to wait when you went to

pick it up?

Satisfaction with wait times correlates quite strongly with overall satisfaction with convenience. Thus, minimizing

wait times should be a priority. On average, wait time is shorter for Independent and Food pharmacies and longest at

Clinics; however, the average wait times at Independent pharmacies have lengthened compared to 2014 (7.7 minutes).

58%

54%

15%

15%

22%

24%

5%

7%

62%

63%

53%

51%

38%

16%

11%

16%

14%

19%

19%

21%

23%

28%

33%

5%

6%

7%

7%

10%

<5 minutes 6 to 10 minutes 11 to 30 minutes More than 30 minutes Wait Times

(Average minutes)

Up 5+ points


vs. last wave

C, M, G

C, M, G

M, G

G


Total 2016 (n=27,876)

Total 2014 (n=27,465)

Total 2013 (n=27,616)


(n=2,842)


(n=5,130)

Clinic 2016 (G)

(n=2,087)

Chain 2016 (C)

(n=14,002)

Food 2016 (F)

(n=3,815)

% Who Had to Return to or Go to a Different Pharmacy Because

Rx Was Not in Stock at Primary Pharmacy

32

Base: Non online/mail order pharmacy customers

Q34-1/34-2. In the past twelve months, how many times did you have to return to [primary pharmacy] because the medication you needed was not in stock /

did you go to a different pharmacy because [primary pharmacy] did not have the medication you needed in stock?

Q35a. Thinking of the times that you had to go to a different pharmacy because [primary pharmacy] did not have the medication you needed in stock, did

you go to another [primary pharmacy] or a different pharmacy altogether instead?

Availability of in-stock medication is an issue and appears to be more problematic over time. Two-in-five customers had

to return to their primary pharmacy and a quarter had to go to a different pharmacy because their medication was not in

stock.

33%

39%

42%

47%

45%

43%

41%

39%

Return To Primary Pharmacy

12%

18%

24%

Went To A Different Pharmacy

66% 34%

62% 38%

39% 61%

NA NA

58% 42%

NA NA

71% 29%

49% 51%

Different location; same chain

Different pharmacy

29%

23%

37%

24%

14%

Among those who go to a different pharmacy (2016 n=5,032; 2014 n=4,041; 2013 n =2,941)

Up 5+ points


vs. last wave

G, C, F

C, F

I, M, C, F

M, C, F

F

F


% Who Had to Return to or Go to a Different Pharmacy Because

Primary Pharmacy Was Closed

33


Q34-3/34-4. In the past twelve months, how many times did you have to return to [primary pharmacy] because it was closed when you wanted to drop off or pick up a prescription / did you go to a different pharmacy because [primary pharmacy] was closed when you wanted to drop off or pick up a prescription

Q35b. Thinking of the times that you had to go to a different pharmacy because [primary pharmacy] was closed, did you go to another [primary pharmacy] or a different pharmacy altogether instead?

A similar pattern holds true in cases of pharmacy closures. Customers having to return to, or go to a different

pharmacy because their primary pharmacy was closed has increased over time, across most pharmacy types.

Total 2016 (n=27,876)

Total 2014 (n=27,465)

Total 2013 (n=27,620)

Clinic 2016 (G)

(n=2,087)


(n=2,842)


(n=5,130)

Chain 2016 (C)

(n=14,002)

Food 2016 (F)

(n=3,815)

21%

25%

33%

42%

38%

35%

31%

27%

Return To Primary Pharmacy

7%

13%

19%

Went To A Different Pharmacy

72% 28%

67% 33%

35% 65%

NA NA

NA NA

63% 37%

79% 21%

49% 51%

Different location; same chain

Different pharmacy

35%

31%

18%

27%

10%

Among those who go to a different pharmacy (2016 n=3,670; 2014 n=2,816; 2013 n =1,802)

Up 5+ points


vs. last wave

M, C, F

C, F

F

F

M, C, F

M, F

M, F

F


Total 2016

(n=27,876)

Clinic 2016 (G)

(n=2,087)


(n=2,842)


(n=5,130)

Chain 2016 (C)

(n=14,002)

Food 2016 (F)

(n=3,815)

% Who Did Not Fill Rx Because Pharmacy Was Closed or

Rx Not In Stock (2016)

34


Q34-6/34-7. In the past twelve months, how many times did you not fill a prescription at all because it was not in stock at [primary pharmacy]?/Not fill a prescription at all because [primary pharmacy] was closed when you wanted to drop off or pick up a prescription? *New question added in 2016.

There are big repercussions for not having the prescription in stock and not having convenient operating hours -

one-in-five customers say they didn’t fill their prescription at least once for these reasons. This number is higher for

Clinics (one-third) and Independents (one-quarter).

18%

34%

26%

18%

17%

9%

…Prescription was not in stock

…Pharmacy was closed

34%

27%

16%

15%

9%

17%

I, M, C, F

M, C, F

F

F

I, M, C, F

M, C, F

F

F

% Did not fill prescription at least once because…


% Went to Different Pharmacy Because Rx Required Special Mixing

or Administration (2016)

35


Q34-5. In the past twelve months, how many times did you go to a different pharmacy because the medication required special administration or special mixing that was not available at [primary pharmacy]?

*New question added in 2016.

One-in-six customers had to go to a different pharmacy because their primary pharmacy does not offer special

administration or mixing. This is most pronounced among Clinic customers, where one-in-three had to do so,

followed by Independents.

Total 2016 (n=27,876)

Clinic 2016 (G)

(n=2,087)


(n=2,842)


(n=5,130)

Chain 2016 (C)

(n=14,002)

Food 2016 (F)

(n=3,815)

16%

32%

26%

14%

14%

7%

I, M, C, F

M, C, F

F

F

% Went to different pharmacy because special

mixing/administration not available at primary pharmacy


Prescription Pricing: Satisfaction

36

Base: All customers

Q32. How would you rate your satisfaction with prescription drug pricing?

Satisfaction with prescription pricing has stabilized based on this data, after an increase from 2013 to 2014. Further

improvement is evident among Online/Mail Order pharmacies, with some attrition for Clinics.

Total 2016 (n=32,669)

Total 2014 (n=33,635)

Total 2013 (n=34,401)


(n=2,842)

Clinic 2016 (G)

(n=2,087)


(n=5,130)

Food 2016 (F)

(n=3,815)


(n=4,793)

Chain 2016 (C)

(n=14,002)

Somewhat

satisfied

Very


dissatisfied Very



vs. last wave

46%

51%

52%

31%

30%

30%

13%

12%

11%

7%

5%

4%

3%

61%

59%

55%

55%

54%

47%

26%

24%

31%

30%

29%

33%

8%

11%

9%

10%

10%

13%

4%

4%

4%

5%

5%

3%

3%

3%

C, F, M, O

C, F, M, O

C

C

C


Sources of Free Trial Vouchers/Coupons/Co-pay Cards

37


Q17a. Please indicate from which, if any of the following sources you have received a free trial voucher, coupon or co-pay card for specific

prescription medication(s) from in the past 12 months. Select all that apply.

Vouchers and co-pay cards have become more prevalent, with a third receiving, compared to a quarter in 2014.

Independent and Clinic customers are the most likely to have received a free trial voucher, coupon or co-pay card in

the past year.


Total

2016

Total

2014

Chain

(C)

Mass

Merchant

(M)

Online/

Mail Order

(O)

Food

(F)

Independent

(I)

Clinic

(G)

(n=32,669) (n=33,635) (n=14,002) (n=5,130) (n=4,793) (n=3,815) (n=2,842) (n=2,087)

From primary pharmacy 18% 12% 21% 13% 12% 10% 23% 26%

From a healthcare provider 15% 11% 15% 14% 13% 14% 23% 18%

From the pharmaceutical

manufacturer directly 7% 5% 6% 7% 8% 7% 11% 10%

From a specific

product/treatment website 7% 4% 5% 6% 8% 4% 13% 13%

From another website 4% 3% 3% 4% 4% 3% 5% 5%

Have not received a free trial

voucher, coupon or co-pay card 67% 74% 64% 69% 75% 72% 59% 59%

Statistically significantly higher than four or more sub-groups. Up 5+ points


vs. last wave


Use of Free Trial Vouchers/Coupons/Co-pay Cards

38

Base: Among those that have received a free trial voucher, coupon or co-pay card

Q17b. Please indicate whether you have used a free trial voucher, coupon or co-pay card for specific prescription medication(s) in the past

12 months at [your primary pharmacy]? Select all that apply.

The majority of those that have received a free trial voucher, coupon or co-pay card have used it, typically at their

primary pharmacy. Online/Mail Order and Clinic customers are more likely than others to use the discount offers at a

different pharmacy.


Total

2016

Total

2014

Chain

(C)

Mass

Merchant

(M)

Online/

Mail Order

(O)

Independent

(I)

Food

(F)

Clinic

(G)

(n=10,980) (n=8,615) (n=5,031) (n=1,589) (n=1,235) (n=1,176) (n=1,070) (n=879)

Have used at primary pharmacy 57% 54% 60% 58% 39% 58% 64% 52%

Have used at a different pharmacy 17% 14% 12% 16% 29% 22% 10% 30%

Tried to use but insurance will not

allow 8% 11% 8% 8% 11% 7% 9% 6%

Received but have not tried to use 25% 25% 24% 24% 31% 27% 19% 27%

Statistically significantly higher than four or more sub-groups. Up 5+ points


vs. last wave


Loyalty/Rewards Card

39


Q16. Does [primary pharmacy] offer a store discount or rewards card (i.e. provides points towards future purchases, discounts), do you have

it and are you interested in one?

Loyalty card usage remains the highest, by far, among Chain Drug customers.

Total 2016 (n=27,876)

Total 2014 (n=27,465)

Chain 2016 (C)

(n=14,002)

Food 2016 (F)

(n=3,815)

Clinic 2016 (G)

(n=2,087)


(n=5,130)


(n=2,842)

58%

60%

4%

5%

10%

11%

9%

7%

19%

17%

86%

57%

28%

26%

23%

6%

3%

7%

5%

5%

14%

17%

24%

23%

5%

31%

9%

18%

5%

21%

18%

36%

31%

Card offered, but do

not have one Have card from

primary pharmacy

Card not offered,

but would like one

Don’t know if

card is offered Card not offered,

and don’t want one Up 5+ points


vs. last wave

F, M, I, G

M, I, G

I

I


Pharmacist and Pharmacy Staff: Satisfaction

40

Base: Among those who have interactions with pharmacist and/or pharmacy staff (n=26,651)

Q24 With respect to the pharmacist and pharmacy staff (i.e. the people working behind the pharmacy counter), how would you rate your

satisfaction with [the pharmacist/pharmacy staff overall]?

With the exception of Clinic customers, where satisfaction has declined from 2014, overall satisfaction with

pharmacist and pharmacy staff is high and comparable year over year for all other pharmacy customers. Independent

and Food/Supermarket customers continue to be the most satisfied.

Total 2016 (n=27,232)

Total 2014 (n=26,651)

Total 2013 (n=27,379)


(n=2,680)

Food 2016 (F)

(n=3,378)


(n=4,593)

Clinic 2016 (G)

(n=1,839)

Chain 2016 (C)

(n=12,203)


(n=2,539)

Somewhat

satisfied

Very


dissatisfied Very



vs. last wave

67%

67%

64%

22%

22%

25%

6%

6%

5%

3%

3%

3%

76%

73%

63%

62%

62%

56%

18%

19%

27%

25%

27%

26%

3%

3%

5%

6%

5%

10%

3%

3%

4%

4%

4%

C,M,O,G

C,M,O,G

O

O

O


Length of Time Willing to Wait to Speak With Pharmacist (2016)

41

Base: Among those who had discussions with pharmacist

Q24b. How long would you be willing to wait to speak with the pharmacist?


On average, customers are willing to wait up to 9 minutes to speak with a pharmacist.

Total 2016 (n=22,468) 8.7


(n=2,427) 10.2

Clinic 2016 (G)

(n=1,617) 11.1


(n=1,786) 9.2


(n=3,948) 8.1

Food 2016 (F)

(n=2,796) 7.8

Chain 2016 (C)

(n=9,894) 8.3

13% 37% 32% 17%

12%

11%

15%

14%

13%

13%

30%

27%

34%

39%

42%

38%

36%

31%

29%

30%

30%

32%

22%

29%

22%

15%

13%

16%

0 minute 1-3 minutes 4-5minutes 6-10 minutes Max. Wait Time

(Average minutes) 10+ minutes

C,F, M, I, O

C,F, M

C,F, M


Engagement With Pharmacist and Pharmacy Staff

42


Q23aa/23bb. Have you talked to a pharmacist/pharmacy staff at [primary pharmacy] in the past 12 months?

Customer engagement with the pharmacist and pharmacy staff has grown in 2016 - four-in-five customers say that

they’ve spoken to their pharmacist and/or pharmacy staff in the past year. This uptick is driven primarily by greater

interaction among Mass Merchant, Clinic and Online/Mail Order customers.

Total 2016 (n=32,669)

Total 2014 (n=33,635)


(n=2,842)


(n=5,130)

Food 2016 (F)

(n=3,815)

Clinic 2016 (G)

(n=2,087)

Chain 2016 (C)

(n=14,002)


(n=4,793)

16%

15%

61%

67%

21%

17%

3%

3%

9%

13%

15%

11%

17%

16%

83%

75%

72%

74%

69%

34%

6%

10%

11%

12%

13%

47%

Pharmacist

only

Pharmacy staff

only

Both None Up 5+ points


vs. last wave

C, G, F, M, I



Total

2016

Independent

(I)

Food

(F)

Mass Merchant

(M)

Clinic

(G)

Chain

(C)

Online/

Mail Order

(O)

(n=22,468) (n=2,427) (n=2,796) (n=3,948) (n=1,617) (n=9,894) (n=1,786)

A new prescription 73% 78% 72% 76% 77% 72% 61%

A refill prescription 46% 50% 43% 46% 48% 45% 50%

Something else 22% 27% 22% 18% 24% 20% 25%

Over the counter medication* 32% 34% 32% 29% 28% 36% 25%

Discussion With Pharmacist and Pharmacy Staff (2016)

43

Base: Among those who had discussions with pharmacist and/or pharmacy staff

Q23a. Have you talked to the pharmacist and/or pharmacy staff at [primary pharmacy] in the past 12 months about…


Irrespective of the pharmacy type, customers are more likely to turn to their pharmacist to discuss new prescriptions,

while they are more likely to talk to the staff about refills.


Total

2016

Independent

(I)

Food

(F)

Mass Merchant

(M)

Clinic

(G)

Chain

(C)

Online/

Mail Order

(O)

(n=26,511) (n=2,623) (n=3,329) (n=4,479) (n=1,768) (n=11,914) (n=2,398)

A new prescription 30% 28% 31% 27% 30% 31% 30%

A refill prescription 68% 70% 70% 68% 67% 66% 72%

Something else 35% 43% 33% 34% 37% 36% 29%

Over the counter medication* 38% 41% 35% 40% 38% 40% 21%

Discussion with pharmacist

Discussion with pharmacy staff


Who Initiated the Conversation (2016)

44


Q23e Thinking about the last time you spoke with a pharmacist, who initiated the conversation?


Mass Merchant pharmacists are the most proactive at engaging customers, whereas Online/Mail Order pharmacists

are the least, mostly driven by design.

Total 2016 (n=22,468)


(n=3,948)

Food 2016 (F)

(n=2,796)

Clinic 2016 (G)

(n=1,617)


(n=2,427)

Chain 2016 (C)

(n=9,894)


(n=1,786)

35% 60% 4%

23%

30%

33%

38%

40%

51%

72%

66%

62%

58%

54%

46%

5%

4%

5%

4%

6%

4%

The pharmacist initiated

the conversation I approached the

pharmacist Don’t know*


Value of Conversation with Pharmacist (2016)

45


Q23f. How valuable did you find your last conversation with the pharmacist?


Nine-in-ten customers who spoke with their pharmacist find value in their conversations, this includes one-half who

feel the discussion is extremely valuable.

Independent customers are the most likely to find their conversations with the pharmacist extremely valuable.

Total 2016 (n=22,468)


(n=2,427)

Food 2016 (F)

(n=2,796)

Chain 2016 (C)

(n=9,894)

Clinic 2016 (G)

(n=1,617)


(n=1,786)


(n=3,948)

[CELLRANGE] 43% 5%

61%

52%

50%

50%

49%

45%

34%

42%

44%

43%

43%

45%

3%

4%

4%

6%

5%

6%

3%

3%

Extremely

valuable

Somewhat

valuable

Not very

valuable Not at all

valuable

C, F, M, O, G

C, M, O

M

M

M


Importance of Speaking with Pharmacist About a New Prescription (2016)

46


Q23g. How important do you feel it is to talk with a pharmacist before leaving the pharmacy with a new prescription medication?


Nine-in-ten customers think it is important to speak with a pharmacist about a new prescription. This holds true for

all pharmacy customers with Clinic and Independent customers feeling particularly strongly about it.

Total 2016 (n=22,468)

Clinic 2016 (G)

(n=1,617)


(n=2,427)


(n=3,948)


(n=1,786)

Food 2016 (F)

(n=2,796)

Chain 2016 (C)

(n=9,894)

[CELLRANGE] 44% 8%

52%

50%

48%

46%

44%

43%

40%

41%

43%

42%

46%

46%

7%

8%

6%

9%

9%

9%

3%

Extremely

important

Somewhat

important

Not very

important Not at all

important

C, F, M, O

C, F, O

C, F

C


Length of Discussion With the Pharmacist

47


Q23c. Thinking about the last time you spoke with a pharmacist, approximately how long did you speak with him or her?

Conversations with pharmacists tend to be getting longer, with the average rising from under 5 minutes in 2014 to more

than 6 minutes in 2016. This increase is felt across pharmacy types, with average length being longest for Online/Mail

Order customers and shortest for Food.

Total 2016 (n=22,422) 6.2

Total 2014 (n=21,420) 4.8

Total 2013 (n=27,379) 4.5


(n=1,784) 8.8

Clinic 2016 (G)

(n=1,612) 8.0


(n=2,416) 7.6

Chain 2016 (C)

(n=9.883) 5.7


(n=3,936) 5.3

Food 2016 (F)

(n=2,791) 5.0

7%

10%

14%

28%

36%

38%

35%

35%

33%

30%

19%

15%

3%

6%

5%

6%

9%

8%

18%

22%

21%

30%

34%

33%

30%

30%

33%

37%

34%

38%

50%

42%

41%

26%

23%

21%

1 minute 2-3 minutes 4-5minutes 6 minutes or more Statistically significantly

higher vs. last wave

Statistically significantly

lower vs. last wave

Length of Discussion

(Average minutes)

G, I, C, M, F

C, M, F

C, M, F


Information Discussed With Pharmacist

48


Q23d. Thinking about the last time you spoke with a pharmacist, what information did he/she share with you? Select all that apply.

*New response option added in 2016

Conversations with pharmacist are most commonly about how to take medications and the potential side-

effects/drug interactions of medications. Clinic customers are much more likely than others to speak with their

pharmacist about other topics (e.g. how often to take medication, importance and safety of medication, etc.).


Total

2016

Total

2014

Independent

(I)

Food

(F)

Mass

Merchant (M)

Clinic

(G)

Chain

(C)

Online/

Mail Order (O)

(n=17,780) (n=21,406) (n=2,074) (n=2,092) (n=2,885) (n=1,370) (n=7,750) (n=1,609)

How the medication should be taken

(i.e. with/without food) 40% 44% 41% 44% 48% 42% 37% 30%

Informed me about the potential side-effects

and drug interactions 37% 38% 37% 40% 42% 39% 35% 32%

How often to take medication 29% 29% 29% 28% 35% 38% 27% 23%

Discussed the cost of the medication 23% 23% 26% 25% 20% 15% 22% 28%

The importance of taking medication as

prescribed 22% 21% 23% 20% 25% 31% 20% 22%

Discussed insurance coverage 20% 21% 23% 20% 15% 14% 20% 26%

Told me other safety information about the

medication 21% 21% 23% 21% 23% 26% 20% 16%

Discussed all of my prescription medications

with me* 19% NA 21% 17% 19% 22% 17% 23%

Discussed over-the-counter treatment

options 17% 15% 18% 15% 15% 13% 20% 12%

How to manage the condition specifically 11% 10% 13% 7% 9% 16% 10% 13%

Where I can find more information about the

condition/ medication 11% 8% 13% 8% 9% 16% 10% 13%

Suggested ways to help me to remember to

take my medication(s)* 8% NA 11% 5% 6% 13% 7% 13%

Showed me how to use the medical device 7% 6% 11% 5% 8% 15% 7% NA

Gave me a shot* 7% NA 7% 6% 6% 10% 7% 8%

Statistically significantly higher than four or more sub-groups


Comfort Discussing With Pharmacist: Respiratory Issues

49

Base: Among those asked about the respective conditions

Q45-3 Please indicate how much you agree or disagree with each of the following statements about [your primary pharmacy]?

I am very comfortable discussing [conditions] with my pharmacist(s).

There has been erosion in respiratory sufferers feeling extremely comfortable talking with pharmacists about their

condition.

Somewhat

agree

Strongly

agree Neither Somewhat

disagree Strongly

disagree Up 5+ points


vs. last wave

COPD

Total 2016 (n=2,381)

Total 2014 (n=2,605)

Total 2013 (n=2,602)

Asthma

Total 2016 (n=3,845)

Total 2014 (n=3,978)

Total 2013 (n=5,471)

Chronic

bronchitis/Chest

infection/Smoker’s

cough

Total 2016 (n=1,033)

Total 2014 (n=864)

Total 2013 (n=1,609)

Emphysema/

Shortness of breath

Total 2016 (n=506)

Total 2014 (n=475)

Total 2013 (n=674)

47%

54%

56%

46%

53%

54%

45%

49%

52%

46%

48%

53%

23%

20%

17%

26%

22%

18%

28%

24%

18%

27%

23%

17%

20%

20%

21%

18%

19%

21%

18%

19%

21%

19%

22%

22%

4%

3%

3%

4%

3%

3%

5%

4%

5%

4%

4%

3%

5%

3%

4%

6%

3%

3%

4%

4%

4%

4%

3%

5%


Comfort Discussing With Pharmacist: Heart Conditions and Diabetes

50




*New question added in 2016

We see a similar trend for diabetes (Type I and Type II) and select heart conditions, with fewer very comfortable

speaking with their pharmacist about their condition versus 2014.

Up 5+ points


vs. last wave

Somewhat

agree

Strongly


disagree Strongly

disagree

High blood

pressure/Hypertension

Total 2016 (n=8,362)

Total 2014 (n=12,376)

Total 2013 (n=15,431)

Deep Vein Thrombosis

Total 2016 (n=361)

Total 2014 (n=353)

Total 2013 (n=527)

Type II Diabetes

Total 2016 (n=4765)

Total 2014 (n=6,192)

Total 2013 (n=7,431)

High cholesterol/

Hyperlipidemia

Total 2016 (n=6,623)

Total 2014 (n=9,461)

Total 2013 (n=12,778)

Gestational Diabetes*

Total 2016 (n=269)

Total 2014

Total 2013

Heart or circulation

problems

Total 2016 (n=626)

Total 2014 (n=768)

Total 2013 (n=1,472)

47%

49%

53%

46%

56%

45%

44%

52%

55%

44%

47%

51%

44%

44%

46%

48%

24%

22%

19%

22%

20%

20%

24%

21%

19%

24%

23%

19%

23%

20%

24%

21%

22%

23%

22%

22%

18%

26%

23%

21%

19%

24%

24%

23%

21%

22%

22%

23%

4%

3%

3%

4%

4%

3%

5%

3%

4%

4%

3%

4%

7%

8%

3%

5%

4%

3%

3%

6%

6%

5%

3%

3%

4%

3%

3%

5%

6%

4%

4%

Not Asked

Continues onto

next page

Not Asked


Comfort Discussing With Pharmacist: Heart Conditions and Diabetes (cont.)

51




Up 5+ points


vs. last wave

Somewhat

agree

Strongly


disagree Strongly

disagree

Heart attack/Heart

failure/CHF

Total 2016 (n=742)

Total 2014 (n=976)

Total 2013 (n=1,311)

Atrial Fibrillation

Total 2016 (n=1,356)

Total 2014 (n=1,498)

Total 2013 (n=1,545)

Type I Diabetes

Total 2016 (n=476)

Total 2014 (n=520)

Total 2013

Coronary artery

disease/Valve disorder

Total 2016 (n=576)

Total 2014 (n=812)

Total 2013 (n=1,228)

Stroke/ITA

Total 2016 (n=558)

Total 2014 (n=522)

Total 2013 (n=674)

43%

49%

50%

43%

47%

47%

42%

49%

41%

42%

46%

41%

47%

49%

28%

20%

19%

26%

21%

18%

28%

17%

24%

23%

18%

23%

21%

16%

19%

23%

23%

21%

24%

24%

21%

26%

22%

23%

24%

24%

26%

25%

5%

5%

4%

5%

4%

5%

4%

3%

6%

7%

6%

6%

3%

5%

5%

4%

4%

5%

4%

6%

5%

5%

6%

6%

6%

7%

4%

5%

Not Asked


Comfort Discussing With Pharmacist: Other Conditions

52



I am very comfortable discussing [conditions] with my pharmacist(s). [These conditions were added in 2014]

The majority of sufferers are open to speaking with their pharmacist about most other conditions.

Heartburn

Total 2016 (n=2,920)

Total 2014 (n=2,068)

Migraine Headache

Total 2016 (n=3,437)

Total 2014 (n=2,125)

Acid Indigestion

Total 2016 (n=3,748)

Total 2014 (n=3,599)

HIV

Total 2016 (n=173)

Total 2014 (n=139)

Rheumatoid Arthritis

Total 2016 (n=946)

Total 2014 (n=839)

51%

53%

50%

53%

49%

52%

52%

52%

51%

50%

23%

22%

23%

21%

23%

22%

21%

20%

23%

24%

19%

18%

18%

19%

20%

21%

14%

20%

19%

19%

3%

4%

3%

3%

3%

7%

4%

4%

4%

4%

5%

4%

4%

3%

5%

4%

3%

4%

Continues onto

next page Up 5+ points


vs. last wave

Somewhat

agree

Strongly


disagree Strongly

disagree


Comfort Discussing With Pharmacist: Other Conditions (cont.)

53





Chronic Pain

Total 2016 (n=3,070)

Total 2014 (n=3,373)

Multiple Sclerosis

Total 2016 (n=232)

Total 2014 (n=263)

Hepatitis C

Total 2016 (n=214)

Total 2014 (n=155)

Cancer

Total 2016 (n=1,148)

Total 2014 (n=874)

44%

48%

51%

48%

42%

45%

41%

45%

23%

22%

19%

18%

17%

25%

18%

21%

20%

20%

18%

20%

22%

17%

27%

24%

6%

5%

5%

7%

4%

6%

5%

7%

5%

7%

8%

12%

9%

7%

5%

Continues onto



vs. last wave

Somewhat

agree

Strongly


disagree Strongly

disagree



54




Kidney Disease

Total 2016 (n=406)

Total 2014 (n=366)

Parkinson's Disease

Total 2016 (n=72)

Total 2014 (n=94)

Constipation

Total 2016 (n=1,333)

Total 2014 (n=735)

IBS

Total 2016 (n=1,113)

Total 2014 (n=614)

Overactive Bladder

Total 2016 (n=729)

Total 2014 (n=643)

39%

44%

47%

42%

31%

37%

29%

35%

32%

35%

19%

24%

29%

26%

24%

23%

25%

21%

21%

20%

31%

19%

10%

21%

19%

20%

24%

29%

25%

26%

4%

6%

12%

6%

14%

12%

13%

6%

12%

10%

7%

7%

5%

12%

8%

9%

9%

10%

8%

However, as can be expected, customers express more uneasiness when discussing conditions that are more sensitive in

nature (e.g. erectile dysfunction, urinary incontinence) and there has been erosion across in comfort over time as well.

Up 5+ points


vs. last wave

Somewhat

agree

Strongly


disagree Strongly

disagree



55




Depression

Total 2016 (n=5,684)

Total 2014 (n=5,276)

Infertility

Total 2016 (n=368)

Total 2014 (n=118)

Urinary Incontinence

Total 2016 (n=846)

Total 2014 (n=508)

Erectile Dysfunction

Total 2016 (n=721)

Total 2014 (n=759)

29%

34%

24%

32%

23%

32%

26%

30%

21%

21%

22%

25%

19%

22%

22%

21%

23%

24%

28%

14%

26%

24%

25%

24%

14%

12%

11%

19%

16%

12%

16%

14%

12%

9%

15%

10%

15%

10%

12%

11%



Up 5+ points


vs. last wave

Somewhat

agree

Strongly


disagree Strongly

disagree


Comfort Discussing With Pharmacist: Other Conditions

56





Heartburn Total 2016 (n=2,920)

Total 2014 (n=2,068)

Migraine Headache Total 2016 (n=3,437)

Total 2014 (n=2,125)

Acid Indigestion Total 2016 (n=3,748)

Total 2014 (n=3,599)

HIV Total 2016 (n=173)

Total 2014 (n=139)

Rheumatoid Arthritis Total 2016 (n=946)

Total 2014 (n=839)

Chronic Pain Total 2016 (n=3,070)

Total 2014 (n=3,373)

Multiple Sclerosis Total 2016 (n=232)

Total 2014 (n=263)

Hepatitis C Total 2016 (n=214)

Total 2014 (n=155)

Cancer Total 2016 (n=1,148)

Total 2014 (n=874)

51%

53%

50%

53%

49%

52%

52%

52%

51%

50%

44%

48%

51%

48%

42%

45%

41%

45%

23%

22%

23%

21%

23%

22%

21%

20%

23%

24%

23%

22%

19%

18%

17%

25%

18%

21%

19%

18%

18%

19%

20%

21%

14%

20%

19%

19%

20%

20%

18%

20%

22%

17%

27%

24%

3%

4%

3%

3%

3%

7%

4%

4%

6%

5%

5%

5%

7%

4%

6%

5%

4%

4%

5%

4%

4%

3%

5%

4%

3%

4%

7%

5%

7%

8%

12%

9%

7%

5%

Continues onto



vs. last wave

Somewhat

agree

Strongly


disagree Strongly

disagree



57




Kidney Disease Total 2016 (n=406)

Total 2014 (n=366)

Parkinson's Disease Total 2016 (n=72)

Total 2014 (n=94)

Constipation Total 2016 (n=1,333)

Total 2014 (n=735)

IBS Total 2016 (n=1,113)

Total 2014 (n=614)

Overactive Bladder Total 2016 (n=729)

Total 2014 (n=643)

Depression Total 2016 (n=5,684)

Total 2014 (n=5,276)

Infertility Total 2016 (n=368)

Total 2014 (n=118)

Urinary Incontinence Total 2016 (n=846)

Total 2014 (n=508)

Erectile Dysfunction Total 2016 (n=721)

Total 2014 (n=759)

39%

44%

47%

42%

31%

37%

29%

35%

32%

35%

29%

34%

24%

32%

23%

32%

26%

30%

19%

24%

29%

26%

24%

23%

25%

21%

21%

20%

21%

21%

22%

25%

19%

22%

22%

21%

31%

19%

10%

21%

19%

20%

24%

29%

25%

26%

23%

24%

28%

14%

26%

24%

25%

24%

4%

6%

12%

6%

14%

12%

13%

6%

12%

10%

14%

12%

11%

19%

16%

12%

16%

14%

7%

7%

5%

12%

8%

9%

9%

10%

8%

12%

9%

15%

10%

15%

10%

12%

11%



Up 5+ points


vs. last wave

Somewhat

agree

Strongly


disagree Strongly

disagree


Additional Medical Services: Satisfaction

58

Base: Have used additional medical services in the past 12 months

Q30 With respect to additional medical services offered, how would you rate your satisfaction with each of the following at [primary

pharmacy]?

Additional medical services continue to post the lowest satisfaction ratings among the five areas assessed.

Compared to 2014, satisfaction has grown specifically among Online/Mail Order and Mass Merchant customers.

Total 2016 (n=12,948)

Total 2014 (n=11,606)

Total 2013 (n=9,329)


(n=1,164)


(n=1,016)

Clinic 2016 (G)

(n=1,482)

Food 2016 (F)

(n=1,570)

Chain 2016 (C)

(n=5,805)


(n=1,911)

Somewhat

Satisfied

Very

Satisfied Neither Somewhat

Dissatisfied Very

Dissatisfied Up 5+ points


vs. last wave

39%

43%

44%

21%

23%

25%

36%

30%

27%

54%

50%

47%

42%

42%

41%

26%

20%

24%

22%

27%

25%

16%

27%

23%

33%

28%

30%

3%

3%

3%


Independent Pharmacies:

An In-depth Look


Overview: Drivers of Overall Satisfaction With Independent Pharmacies

(2016)

60

Q10 (Overall satisfaction with primary pharmacy)/Q20-1 (Overall satisfaction with printed support) /Q24-1 (Overall satisfaction with pharmacist/pharmacy

staff) / Q25-1 (Overall satisfaction with filling prescriptions) / Q26-1 (Overall satisfaction with convenience) / Q30-1 (Overall satisfaction with additional

medical services)/ Q32-1 (Overall satisfaction with prescription drug pricing).


Independent pharmacies are performing exceptionally well across the key drivers of overall satisfaction – filling

prescriptions, pharmacist and pharmacy staff and convenience. After a decline in satisfaction with filling

prescriptions and convenience from 2013 to 2014, ratings have stabilized.


(n=2,842)


(n=2,842)

Convenience

(n=2,842)


(n=2,680)


(n=2,842)


(n=1,164)

72% 14% 3% 8%

78%

77%

76%

61%

54%

15%

18%

18%

26%

26%

3%

3%

8%

16%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very


with pharmacy*

Up 5+ points


vs. last wave



Main Reason for Choosing Primary Pharmacy

61

Base: Independent pharmacy customers (2016 n=2,842; 2014 n=3,124)

Q8. What are your main reasons for using your primary pharmacy (the pharmacy you use the most)? Please select up to three.

Note: Chart only shows reasons with 5% or greater mentions.

Location and liking the pharmacist/pharmacy staff are key factors driving customers to Independent pharmacies;

however, there has been a significant decline in location being a main reason since 2014.

41%

40%

33%

32%

27%

20%

14%

10%

8%

49%

41%

33%

36%

31%

20%

14%

6%

6%

Location

I like the pharmacist/pharmacy staff

Quickly fills my prescriptions

I have been using this pharmacy for a long

time

Accepts my Insurance

Attention and advice from the

pharmacist/pharmacy staff

Prescription accuracy

Provides me with refill reminders/contacts

me when my prescriptions are ready

In-store stock of my medication(s)

Trust in the brand

90 day refills

Health insurance requires that I use this

pharmacy

Other items available for purchase

Other

2014 2016

7%

6%

5%

5%

5%

4%

8%

4%

4%

6%

Up 5+ points


vs. last wave


Ability to call ahead to have

prescription medication(s) ready

for me

2016

2014

Items for purchase other than

medications

2016

2014

Phone, email or mail reminders to

refill my prescription medications

2016

2014

Ability to order my refill

prescriptions online for pick up at

the pharmacy

2016

2014

Websites or mobile apps that

provide information/services

2016

2014


Services Provided and Used – Convenience Factors

62


Q14-6 to Q14-16. With respect to [primary pharmacy], which of the following services are provided, which ones have you personally used

and which are you interested in?

The most widely offered convenience-related services - namely, the ability to call ahead to have prescriptions ready

and having items for purchase outside of medications, are also the most well utilized. Not surprisingly, customers are

increasingly more interested in online services than they were in 2014.

80%

86%

62%

63%

40%

21%

31%

25%

20%

12%

13%

10%

26%

24%

17%

12%

18%

16%

16%

12%

3%

4%

4%

12%

15%

15%

16%

14%

11%

4%

5%

8%

18%

8%

11%

11%

15%

3%

4%

4%

23%

34%

29%

32%

39%

50%

Provided but

have not used

Provided and

have used

Not provided but

interested in using

Don’t know whether

pharmacy provides this Not provided and

not interested Up 5+ points


vs. last wave



Services Provided and Used – Additional Medical Services

63




Utilization of immunization shots has increased since 2014, as has use of medication adherence programs,

permanent medical clinics at the pharmacy, blood glucose screening, cholesterol screening, bone density exams and

lung screenings. That said, usage of additional services is still quite low for Independent pharmacy customers.

However, it should be noted that Independent Pharmacy customers are not that interested in many of the additional

medical services that are/could be offered.

Flu/pneumonia/shingles

immunization shots

2016

2014

Blood pressure checks

2016

2014

Programs that provide

assistance to help me stay on

track with my medications

2016

2014

Permanent medical clinic at

pharmacy

2016

2014

23%

16%

19%

16%

15%

9%

13%

8%

32%

30%

33%

29%

16%

13%

9%

7%

8%

10%

9%

10%

13%

13%

17%

16%

12%

16%

11%

16%

19%

25%

40%

48%

25%

27%

28%

29%

36%

40%

21%

21%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave


Blood glucose/blood sugar

screening

2016

2014

Cholesterol screening

2016

2014

Bone density exams

2016

2014

Device/inhaler training*

2016

2014


Services Provided and Used – Additional Medical Services (cont.)

64


Q14-19 to Q14-30. With respect to [primary pharmacy], which of the following services are provided, which ones have you personally used and which are you interested in?


13%

8%

12%

6%

11%

5%

14%

20%

17%

15%

12%

11%

8%

18%

12%

12%

12%

13%

13%

13%

8%

17%

21%

18%

23%

24%

29%

21%

39%

42%

42%

45%

42%

45%

39%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Not Asked

Up 5+ points


vs. last wave


Diabetes education*

2016

2014

Healthy living/eating

seminars/discussions with a

dietician*

2016

2014

Lung screenings

2016

2014



65



*New questions added in 2016

13%

11%

10%

4%

16%

12%

10%

8%

10%

13%

13%

13%

21%

30%

26%

30%

40%

34%

41%

45%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave

Not Asked

Not Asked


Low priced generic prescription drug

2016

2014

Printed information related to my

medical condition(s)/health*

2016

2014

In-depth (more than 2 minute)

conversation/counseling with

pharmacist

2016

2014


Services Provided and Used– Pharmacist, Prescription, Printed Information

66


Q14-2/Q14-5/14-27. With respect to [primary pharmacy], which of the following services are provided, which ones have you personally used and which are you interested in?

*Question modified in 2016, therefore results not tracked against previous wave.

Though low priced generics are being used by a large proportion of Independent pharmacy customers, usage has

dropped since 2014. There has also been erosion since 2014 of those engaging with pharmacists for in-depth

conversations. Meanwhile, printed information is being utilized by about half of Independent pharmacy customers.

71%

78%

53%

48%

53%

14%

8%

24%

34%

32%

5%

5%

5%

4%

5%

6%

6%

5%

7%

8%

12%

8%

5%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Not Asked

Up 5+ points


vs. last wave



Drivers of Overall Satisfaction With Filling Rx Medications (2016)

67

Base: Independent pharmacy customers (2016 n=2,842)

Q25-1 to 25-4. With respect to filling your prescriptions, how would you rate your satisfaction with … at [primary pharmacy]?

*Based on correlation between satisfaction with filling Rx overall and each sub-attribute within the filling Rx category. Impact score of 70 and above reveals a higher impact relationship, i.e. attribute is a key driver of overall satisfaction with filling Rx.

Accuracy in filling prescriptions is the most important driver of overall satisfaction with prescription filling for

Independent pharmacy customers. While performance is still high, there has been significant attrition since 2013.

Independents should focus on this key area for success.

Overall satisfaction with filling Rx

Level of accuracy with which prescription

medications are filled

The clarity of labels on my prescription

medications

The in-store stock of the prescription

medications I need

78%

79%

80%

72%

74

68

66

Impact Score*

Very satisfied Higher impact (key driver of overall satisfaction with filling Rx)

Lower impact (secondary driver of overall satisfaction with filling Rx)

Satisfaction with service



Satisfaction With Filling Rx Medications

68

Base: Independent pharmacy customers (2016 n=2,842; 2014 n=3,124, 2013 n=3,314)


Although still highly positive, overall satisfaction with filling prescription medications among Independent pharmacy

customers has been eroding over time. This downturn can be attributed to a decline in satisfaction across clarity of

labels and level of accuracy.


2016

2014

2013

The clarity of labels on my

prescription medications

2016

2014

2013

Level of accuracy with which

prescription medications are filled

2016

2014

2013


medications I need

2016

2014

2013

78%

80%

85%

80%

81%

89%

79%

81%

87%

72%

75%

77%

15%

13%

11%

15%

12%

9%

16%

12%

9%

21%

17%

17%

3%

3%

3%

3%

3%

4%

4%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very



vs. last wave

Key driver of overall

satisfaction with filling Rx



Drivers of Overall Satisfaction With Pharmacist & Pharmacy Staff (2016)

69

Base: Among Independent pharmacy customers who have interacted with pharmacy staff (2016 n=2,680)

Q24-1 to 24-12. With respect to the pharmacist and pharmacy staff (i.e. the people working behind the pharmacy counter), how would you rate

your satisfaction with …at [primary pharmacy]? **New question added in 2016

*Based on correlation between satisfaction with pharmacist and pharmacy staff overall and each sub-attribute within the category. Impact score

of 70 and above reveals a higher impact relationship, i.e. attribute is a key driver of overall satisfaction with pharmacist and pharmacy staff.

The most significant drivers of overall satisfaction with the pharmacist and pharmacy staff are the staff’s ability to

address customer questions and concerns, and access to the pharmacist/pharmacy staff. The majority of customers

are satisfied with their pharmacy’s performance in these two areas.

Overall satisfaction with pharmacist and

pharmacy staff

Ability to address my questions and concerns

Access to the pharmacist/pharmacy staff when I

have questions**

Helpfulness with insurance issues

Know who I am

In-depth (more than 2 minutes)

conversation/counseling with pharmacist

Ability to help me and my household members

take medication correctly

Knowledge of the health condition(s) and needs

of my household members

Coordination with other healthcare professionals

seen by members of my household

Role in my household’s overall health

Ability to offer advice on

treatment alternatives **

76%

68%

69%

63%

66%

73%

63%

59%

58%

54%

53%

69

67

59

59

58

57

57

56

52

50

Very satisfied

Impact Score* Satisfaction with service

Higher impact (key driver of overall satisfaction with pharmacist and staff)

Lower impact (secondary driver of overall satisfaction with pharmacist and staff)



Satisfaction With Pharmacist and Pharmacy Staff

70

Base: Among Independent pharmacy customers who interacted with pharmacy staff

Q24-1 to 24-12. With respect to the pharmacist and pharmacy staff (i.e. the people working behind the pharmacy counter), how would you

rate your satisfaction with …at [primary pharmacy]?


Again, while satisfaction is high, there is a decline across the board in terms of satisfaction with the pharmacist and

staff.

Overall satisfaction with pharmacist

and pharmacy staff

2016

(n=2,680)

2014

(n=2,876)

2013

(n=3,060)

In-depth conversation/counseling

with pharmacist

2016

(n=1,358)

2014

(n=1,598)

2013

(n=1,726)

Ability to address my questions and

concerns

2016

(n=2,680)

2014

(n=2,876)

2013

(n=3,060)

Access to the pharmacist or pharmacy

staff when I have questions*

2016

(n=2,680)

2014

2013

76%

79%

83%

73%

79%

85%

68%

76%

81%

69%

18%

15%

11%

20%

13%

10%

23%

15%

12%

22%

3%

3%

3%

6%

4%

4%

6%

5%

4%

6%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto

next page

Not Asked

Not Asked

Up 5+ points


vs. last wave



Satisfaction With Pharmacist and Pharmacy Staff (cont.)

71




Know who I am

2016

(n=2,680)

2014

(n=2,875)

2013

(n=3,060)

Ability to help me and my household

members take medication correctly

2016

(n=2,680)

2014

(n=2,876)

2013


2016

(n=2,680)

2014

(n=2,876)

2013

(n=2,741)

2016

(n=2,680)

Knowledge of the health condition(s)

and needs of my household

2014

(n=2,876)

2013

(n=3,060)

66%

73%

78%

63%

71%

63%

68%

78%

59%

65%

68%

20%

15%

11%

21%

15%

22%

16%

12%

22%

18%

16%

10%

9%

8%

13%

11%

11%

12%

8%

16%

14%

13%

Not Asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Independent Pharmacies appear to be losing their core strength of personalization, as customers give lower

satisfaction ratings to staff knowing who they are, being knowledgeable about their unique health conditions and

needs and staff’s role in their household’s overall health.

Up 5+ points


vs. last wave




72





Coordination with other healthcare

professionals

2016

(n=2,680)

2014

(n=2,876)

2013

(n=3,060)


2016

(n=2,680)

2014

(n=2,876)

2013

(n=3,060)

Ability to offer advice on treatment

alternatives*

2016

(n=2,680)

2014

2013

58%

65%

71%

54%

60%

65%

53%

23%

17%

15%

23%

19%

17%

23%

16%

14%

11%

20%

18%

15%

20%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Not Asked

Not Asked

Up 5+ points


vs. last wave



Drivers of Overall Satisfaction With Convenience (2016)

73

Base: Varies

Q26. With respect to convenience, how would you rate your satisfaction with … at [primary pharmacy]?

*Based on correlation between satisfaction with convenience overall and each sub-attribute within the category. Impact score of 70 and above

reveals a higher impact relationship, i.e. attribute is a key driver of overall satisfaction with overall convenience.

Q27. Which three of the following aspects of convenience are most important to you in a pharmacy?

The aspects around convenience that matter most are the ability to call ahead for prescriptions, store location and

the time it takes to fill prescriptions. With the exception of ability to call ahead for prescriptions where performance is

particularly strong, all other areas post relatively positive satisfaction scores.

Overall satisfaction with convenience

Ability to call ahead and have prescription

ready

Convenience of store location

Time it takes to fill my prescription

Convenience of the pharmacy location within

the store

Website or mobile apps

77%

83%

72%

72%

73%

59%

62

61

59

58

57

Very satisfied Higher impact (key driver of overall satisfaction with convenience)

Lower impact (secondary driver of overall satisfaction with convenience)

Impact Score* (among users where applicable)

Satisfaction with service (among users where applicable)

54% 80%

46% NA

48% NA

16% NA

7% 20%

% Using each service (among all)

% Prioritizing as important (among all)

Continues onto

next page



Drivers of Overall Satisfaction With Convenience (2016 cont.)

74

Base: Varies





Wait times to speak to a pharmacist

Wait times for picking up medications

Convenience of pharmacy hours

Items for purchase other than medications

Phone, email or mail reminders to refill my


Ability to order refill online for in-store pickup

71%

69%

59%

63%

70%

67%

57

57

52

49

45

41







Continues onto

next page

16% NA

37% NA

28% NA

11% 62%

13% 40%

14% 31%


Satisfaction with overall convenience has stabilized after a decline from 2013 to 2014. That said, customers are less

satisfied with wait times to speak with pharmacists and websites/mobile apps. Though other convenience aspects

are less impacted, there has been attrition over time.

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Overall satisfaction with

convenience

2016

(n=2,842)

2014

(n=3,124)

2013

(n=3,314)

Ability to call ahead and have

prescriptions ready

2016

(n=2,282)

2014

(n=3,124)

2013

(n=3,314)


2016

(n=2,427)

2014

(n=2,002)

2013

Pharmacy location within the store

2016

(n=2,842)

2014

(n=3,124)

2013


Satisfaction With Convenience

Base: Among users where applicable


77%

76%

81%

83%

84%

91%

71%

79%

73%

76%

18%

18%

14%

13%

11%

7%

21%

15%

16%

13%

3%

3%

3%

5%

5%

8%

8%

Not Asked

Continues onto

next page

Not Asked

Up 5+ points


vs. last wave


Somewhat

satisfied

Very


dissatisfied Very


vs. last year Down 5+ points

vs. last year


2016

(n=2,842)

2014

(n=3,124)

2013

(n=3,314)


2016

(n=2,842)

2014

(n=3,124)

2013

(n=3,314)


2016

(n=2,842)

2014

(n=3,124)

2013

(n=3,314)

Phone, email or mail reminders to refill


2016

(n=1,159)

2014

(n=632)

2013

(n=796)


Satisfaction With Convenience (cont.)



72%

74%

81%

72%

73%

77%

69%

71%

75%

70%

69%

73%

19%

16%

12%

21%

18%

16%

21%

19%

18%

19%

21%

11%

6%

7%

4%

4%

6%

3%

6%

6%

4%

8%

8%

12%

3%

3%

Continues onto

next page


Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


medications

2016

(n=1,770)

2014

(n=2,002)

2013

(n=2,194)

Ability to order refill prescription online

for pick up at the pharmacy

2016

(n=895)

2014

(n=775)

2013


2016

(n=577)

2014

(n=346)

2013


2016

(n=2,842)

2014

(n=3,124)

2013

(n=3,314)





63%

67%

66%

67%

67%

59%

64%

59%

62%

61%

27%

24%

23%

19%

14%

27%

19%

28%

25%

27%

8%

7%

9%

11%

16%

11%

13%

7%

7%

6%

4%

5%

4%

Continues onto

next page

Not Asked

Not Asked

Up 5+ points


vs. last wave



Preferred Channel for Receiving Medication Information (2016)

78

Base: Independent pharmacy customers (n=2,842)

Q22. In considering the ways you might receive information about your medications, which method do you most prefer? Please select one.

*New option added in 2016, therefore results are not directly comparable to prior years.

A third of Independent pharmacy customers prefer receiving medical information via a personal discussion, which

has declined significantly over time. Meanwhile, preferences for text messages has doubled since 2014 (from 5% to

11% currently).

Personal conversation (live, phone or online)

with pharmacist/pharmacy staff

Email

Text messages to your phone

Website

Mailed letter

Mobile app on my phone and/or tablet

Automated phone message

Pharmacy-specific mobile app*

Video (e.g., CD or online)

No preference

31%

15%

11%

9%

8%

5%

4%

3%

1%

12%



Preferred Reminder Method (2016)

79

Base: Independent pharmacy customers (n=2,842)

Q36. In considering the ways you might be reminded about refilling your prescriptions, which method do you most prefer? Please select one.


Receiving a text message alert is now the most preferred refill reminder option, with the personal phone call and

email following.

23%

16%

15%

12%

10%

6%

5%

2%

12%

Text message alert to your cellular

phone

Personal phone call from pharmacy

staff

Email

Automatic refills/autofill


Mobile app on my phone/tablet that

assists me with refills

Sticker or paper reminder attached to

your prescription bag*

Mailed letter

Prefer never to be reminded



Drivers of Overall Satisfaction With Prescription Pricing (2016)

80

Base: Varies

Q32-1 to 32-5. With respect to prescription drug pricing, how would you rate your satisfaction with … at [primary pharmacy]?

*Based on correlation between satisfaction with prescription pricing overall and each sub-attribute within the category. Impact score of 70 and above reveals

a higher impact relationship, i.e. attribute is a key driver of prescription pricing overall satisfaction.

Q33 Please rank the following aspects of prescription pricing where Rank 1 is given to the aspect that is the most important to you in a pharmacy.

The aspect with the greatest impact on overall satisfaction with prescription pricing is having low priced generic

prescriptions; Independent pharmacies are performing well in this area. Notably, customers also prioritize insurance

card acceptance, which has strongly positively satisfaction ratings.


prescription pricing

Low priced generic prescriptions

Store discounts or reward card

Acceptance of my insurance card

Free trial vouchers, coupons, or co-pay

cards

61%

75%

56%

80%

57%

70

66

58

57

Very satisfied Higher impact (key driver of overall satisfaction with prescription pricing)

Lower impact (secondary driver of overall satisfaction with prescription pricing)

% Prioritizing as most

important (among all)

30% 71%

3% 23%

62% 86%

5% 24%

Impact Score* (among users)

Satisfaction with service (among users)

% Using/have/ covered

(among all)



Overall Satisfaction With Prescription Pricing

81

Base: Among users Q32-1 to Q32-5. With respect to prescription drug pricing, how would you rate your satisfaction with … at [primary pharmacy]?

Satisfaction with low priced generics has declined since last wave, while there has been modest improvement in

satisfaction of free trial vouchers/coupons/co-pay and store discount/reward cards.



2016

(n=2,842)

2014

(n=3,124)

2013

(n=3,314)

Acceptance my insurance card

2016

(n=2,452)

2014

(n=2,567)

2013

(n=2,952)


2016

(n=2,031)

2014

(n=2,448)

2013

61%

59%

56%

80%

83%

88%

70%

77%

26%

26%

25%

14%

11%

8%

21%

17%

8%

10%

12%

4%

4%

4%

6%

4%

3%

4%

3%

Somewhat

satisfied

Very


dissatisfied Very


with prescription pricing

Continues onto

next page

Not asked

Up 5+ points


vs. last wave


Free trial voucher, coupons, or co-pay

2016

(n=688)

2014

(n=453)

2013


2016

(n=667)

2014

(n=409)

2013

(n=388)



82


57%

59%

56%

57%

59%

27%

22%

33%

28%

24%

11%

14%

6%

11%

13%

3%

3%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto

next page

Not asked

Up 5+ points


vs. last wave



Sharing of Printed Information (2016)

83

Base: Among Independent pharmacy customers who have used printed information (2016 n=1,544)

Q21. You mentioned that you have used printed information (e.g., brochures/pamphlets related to my medical condition(s) and/or health) offered by your

pharmacy in the past 12 months. Who, if anyone, did you share this information with to help with treatment of your condition?

Note: Question modified in 2016, therefore results not tracked against previous wave.

Those who have used printed information primarily share the information with their doctor, family and friends and/or

the pharmacist, the latter having increased since 2014.

Doctor

Family member/friend

Pharmacist

Nurse

Someone else

Disease educator

Other healthcare provider

No one

39%

33%

32%

12%

3%

9%

6%

29%



Drivers of Overall Satisfaction With Additional Medical Services (2016)

84

Base: Among users

Q30-1 to 30-9. With respect to additional medical services offered, how would you rate your satisfaction with … at [primary pharmacy]?

*Based on correlation between satisfaction ratings for additional medical services overall and each sub-attribute within the category. Impact score of 70 and above reveals a higher

impact relationship, i.e. attribute is a key driver of overall satisfaction with additional medical services.

Q31. Which of these medical services are most important to you at a pharmacy?

**New question added in 2016

The aspect that has the greatest impact on overall satisfaction with additional medical services is healthy

living/eating discussions; however, there is limited potential for more broadly leveraging this service given its limited

utility (11% have used). Instead, attention should be focused on the more widely used immunizations and blood

pressure checks.

Overall satisfaction with additional

medical services


seminars/discussions with a dietician**

Bone density exams

Blood glucose / sugar screening

Lung Screenings

Flu / pneumonia / shingles

immunization shots

54%

55%

57%

57%

58%

65%

74

68

67

65

64

Very satisfied

14% 11%

7% 11%

13% 13%

6% 10%

29% 23%





Higher impact (key driver of overall satisfaction with additional medical services)

Lower impact (secondary driver of overall satisfaction with additional medical services)



Drivers of Overall Satisfaction With Additional Medical Services (2016 cont.)

85

Base: Among users





**New questions added in 2016

Diabetes education**


Permanent medical clinic at the

pharmacy

Programs that help me stay on track

with my medications/condition

Blood pressure check

Device/inhaler training**

58%

52%

59%

56%

61%

58%

63

63

62

60

55

52

Very satisfied

NA 13%

11% 12%

14% 13%

24% 15%

25% 19%

11% 14%







The aspect that has the greatest impact on overall satisfaction with additional medical services is healthy

living/eating discussions; however, there is limited potential for more broadly leveraging this service given its limited

utility (11% have used). Instead, attention should be focused on the more widely used immunizations and blood

pressure checks.



Overall Satisfaction With Additional Medical Services

86

Base: Among those who use each medical service


While overall satisfaction with additional medical services has improved over time, satisfaction with immunizations

has continuously declined. Since last wave, satisfaction with bone density exams has improved, as has satisfaction

with blood glucose screening, cholesterol screening and programs that help customer stay on track with their

medications.

2016

(n=1,164)


medical services

2014

(n=914)

2013

(n=663)

2016

(n=653)


immunization shots

2014

(n=593)

2013

(n=320)


2016

(n=546)

2014

(n=478)

2013

(n=380)

2016

(n=379)


pharmacy

2014

(n=231)

2013

(n=162)

54%

52%

44%

65%

71%

78%

61%

60%

66%

59%

61%

58%

26%

22%

18%

25%

14%

12%

26%

23%

17%

32%

23%

19%

16%

22%

33%

20%

12%

8%

10%

15%

14%

6%

12%

16%

3%

3%

3%

3%

3%

7%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto

next page Statistically significantly



lower vs. last wave




87




Lung screenings

2016

(n=304)

2014

(n=118)

2013

(n=48)

2016

(n=388)


2014

2013

Diabetes education*

2016

(n=367)

2014

2013

Bone density exams

2016

(n=310)

2014

(n=132)

2013

(n=50)

58%

57%

58%

58%

58%

57%

52%

69%

36%

27%

25%

33%

31%

34%

29%

16%

3%

15%

13%

5%

7%

4%

13%

13%

3%

5%

3%

3%

3%

Not asked

Not asked

Not asked

Not asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto




lower vs. last wave




88





2016

(n=375)

2014

(n=224)

2013

(n=96)

2016

(n=426)


with my medication/ condition

2014

(n=279)

2013

Healthy living/eating seminars/discussions

with a dietician*

2016

(n=334)

2014

2013


2016

(n=353)

2014

(n=180)

2013

(n=84)

57%

55%

59%

56%

61%

55%

52%

56%

56%

32%

21%

24%

32%

24%

35%

36%

26%

22%

8%

22%

16%

9%

9%

5%

8%

17%

16% 3%

4%

4%

Continues onto

next page

Not asked

Not asked

Not asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied Key driver of overall





lower vs. last wave


Independent Pharmacies: Customer Demographics (2016)

89

Base: Independent pharmacy customers (2016 n=2,842)

S2, S1, D3/D4, D5, D8, Q18, D7

34%

28%

38%

5%

22%

20%

20%

16%

16%


5%

22%

22%

16%

21%

15%

18-24

25-34

35-44

45-54

55-64

65+

Mean: 47 years old

68%

32%

91%

12%

6%

1%

4%

99%

1%

Refused

Less than $25K

$25k to <$45K

$45K to <$75K

$75K to <$100K

$100K +

No X%

Rural

Suburban

Urban/City center

96%

4%

White

African

American

Hispanic

Asian

Other

Male

Female English

Spanish

No

Yes



Food/Supermarket Pharmacies:

An In-depth Look


Overview: Drivers of Overall Satisfaction With Food/Supermarket Pharmacies

(2016)

91





Food/supermarket pharmacies continue to perform well on the important drivers of pharmacy satisfaction that

include prescription filling, convenience and pharmacy staff.


(n=3,815)


(n=3,815)

Convenience

(n=3,815)


(n=3,378)


(n=3,815)


(n=1,570)

71% 17% 3% 4% 5%

77%

77%

73%

55%

42%

17%

18%

19%

30%

22%

3%

3%

3%

10%

33%

4%

Somewhat

satisfied

Very


dissatisfied Very


with pharmacy*




92

Base: Food/Supermarket pharmacy customers (2016 n=3815; 2014 n=4,069)



Location is the main reason customers use Food/Supermarket pharmacies, followed by insurance acceptance and

inertia.

60%

35%

28%

25%

24%

20%

16%

14%

11%

9%

8%

5%

63%

33%

30%

25%

22%

23%

15%

12%

10%

9%

11%

5%

Store location

Accepts my insurance


time



Store discounts/reward card perks







90 day refills


2014 2016




93

Base: Food/Supermarket pharmacy customers (2016 n=3,815; 2014 n=4,069)



The most widely offered convenience-related services – the ability to call ahead to have prescriptions ready and non-

medication items for purchase - are also the most well utilized.

There has been a large uptick in refill reminder usage since 2014.



for me

2016

2014


medications

2016

2014



2016

2014


prescriptions online for pick-up at

the pharmacy

2016

2014



2016

2014

83%

86%

76%

78%

49%

37%

36%

35%

16%

13%

12%

9%

14%

13%

17%

16%

25%

24%

24%

17%

7%

9%

7%

8%

7%

7%

3%

5%

8%

4%

5%

7%

8%

3%

5%

5%

21%

31%

28%

29%

45%

55%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave




94




Food/Supermarket customers are often unaware of the additional medical services offered at their pharmacy. The

exceptions are blood pressure checks and immunization shots, though they are being underutilized.


2016

2014


immunization shots

2016

2014


screening

2016

2014


2016

2014

27%

29%

22%

23%

5%

5%

4%

5%

53%

51%

57%

58%

27%

25%

19%

18%

3%

3%

3%

7%

8%

8%

10%

4%

4%

4%

4%

10%

11%

12%

13%

12%

13%

14%

12%

51%

50%

57%

54%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Continues onto



vs. last wave




95




Programs that provide assistance

to help me stay on track with my

medications

2016

2014


pharmacy

2016

2014

Bone density exams

2016

2014

Lung screenings

2016

2014

5%

5%

3%

4%

3%

15%

12%

9%

8%

8%

8%

7%

7%

11%

12%

22%

23%

10%

12%

11%

12%

16%

18%

39%

41%

20%

20%

20%

20%

53%

52%

27%

25%

60%

58%

61%

59%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

There is awareness of permanent medical clinics within the Food/Supermarket pharmacy, but interest is rather low.

Up 5+ points


vs. last wave




96

Base: Food/Supermarket pharmacy customers (2016 n=3,815)



Awareness and interest in newer programs is low.



dietician*

2016

2014


2016

2014

Diabetes education*

2016

2014

3%

3%

3%

10%

10%

11%

13%

7%

8%

23%

18%

17%

52%

61%

61%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Not Asked

Not Asked

Not Asked



Services Provided and Used – Pharmacist, Prescription, Printed Information

97




An overwhelming majority of Food/Supermarket pharmacies offer in-depth counseling services, printed

medical/health information and low priced generic prescription drugs, though utilization of the generic option has

waned somewhat since 2014.

Low priced generic prescription drugs

2016

2014


medical condition(s) and/or health*

2016

2014

In-depth conversation/counseling with

pharmacist

2016

2014

73%

78%

48%

36%

40%

12%

8%

31%

42%

43%

5%

5%

4%

4%

4%

7%

9%

8%

9%

8%

11%

9%

5%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave

Not Asked




98



*Based on correlation conducted with overall satisfaction with filling Rx and each sub-attribute within the filling Rx category. Impact score of 70 and above reveals a higher impact relationship, i.e. attribute is a key driver of overall satisfaction with filling Rx.

Accuracy, clear prescription labels and keeping medications in-stock are all important drivers of overall satisfaction

of prescription filling. While Food/Supermarket pharmacies are performing well on the former two key drivers, when it

comes to keeping medications in-stock, ratings are relatively lower.





medications


medications I need

77%

83%

82%

69%

72

68

65







99

Base: Food/Supermarket pharmacy customers (2016 n=3,815; 2014 n=4,069; 2013 n=4,248)


Satisfaction with filling prescription medications among Food/Supermarket pharmacy customers has remained

markedly stable since 2013.


2016

2014

2013



2016

2014

2013



2016

2014

2013


medications I need

2016

2014

2013

77%

77%

78%

83%

82%

83%

82%

81%

84%

69%

70%

70%

17%

16%

16%

12%

12%

12%

13%

14%

12%

21%

21%

21%

3%

4%

3%

3%

3%

3%

4%

3%

3%

5%

4%

4%

3%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very



vs. last wave

Key driver of overall





100

Base: Among Food/Supermarket pharmacy customers who have interacted with pharmacy staff (2016 n=1,362-3,379)


your satisfaction with …at [primary pharmacy]? **New questions added in 2016

*Based on correlation conducted with Overall satisfaction with pharmacist and pharmacy staff and each sub-attribute within the category. Impact

score of 70 and above reveals a higher impact relationship, i.e. attribute is a key driver of overall satisfaction with pharmacist and pharmacy staff.

The most significant drivers of overall satisfaction with the pharmacist and pharmacy staff are the staff’s ability to

address customer questions and concerns, having access to the staff when needed and to a smaller degree, in-depth

conversations with the pharmacist. The majority of customers are highly satisfied with their pharmacy’s performance

in these areas.

Pharmacist and pharmacy staff overall



have questions**











Know who I am

Ability offer advice on treatment alternatives**

73%

67%

68%

71%

57%

58%

49%

49%

43%

52%

45%

73

72

64

60

59

56

52

52

50

50

Very satisfied







101

Base: Among Food/Supermarket pharmacy customers who interacted with pharmacy staff




and pharmacy staff

2016

(n=3,378)

2014

(n=3,559)

2013

(n=3,756)



pharmacist

2016

(n=1,361)

2014

(n=1,536)

2013

(n=1,652)


concerns

2016

(n=3,378)

2014

(n=3,559)

2013

(n=3,756)


members take medications

2016

(n=3,378)

2014

(n=3,559)

2013

73%

75%

73%

71%

77%

76%

67%

71%

71%

58%

64%

19%

18%

19%

16%

13%

15%

22%

19%

20%

21%

18%

3%

4%

4%

9%

8%

7%

7%

7%

7%

19%

16%

3%

Not asked

Somewhat

satisfied

Very


dissatisfied Very


with pharmacist and staff

Continues onto

next page

There has been an erosion in satisfaction on multiple aspects of the pharmacist/pharmacy staff-related attributes,

especially when it comes to pharmacist’s/pharmacy staff’s role in my household’s overall health. Notably, satisfaction

has held stable on ability to address questions and concerns, a key driver of overall satisfaction.

Up 5+ points


vs. last wave




102

Base: Among Food/Supermarket pharmacy customers who have interacted with pharmacy staff




2016

(n=3,378)

2014

(n=3,559)

2013

(n=3,273)

Know who I am

2016

(n=3,378)

2014

(n=3,559)

2013

(n=3,756)


and needs of my household members

2016

(n=3,378)

2014

(n=3,559)

2013

(n=3,756)


professionals

2016

(n=3,378)

2014

(n=3,559)

2013

(n=3,756)

57%

63%

66%

52%

57%

56%

49%

55%

54%

49%

55%

58%

21%

18%

17%

20%

18%

18%

22%

18%

22%

22%

19%

20%

17%

16%

13%

22%

20%

20%

25%

24%

21%

24%

22%

17%

4%

3%

4%

3%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very



Continues onto



vs. last wave




103

Base: Among Food/Supermarket pharmacy customers who have interacted with pharmacy staff




Somewhat

satisfied

Very


dissatisfied Very



Continues onto

next page


2016

(n=3,378)

2014

(n=3,559)

2013

(n=3,756)


alternatives*

2016

(n=3,378)

2014

2013



2016

(n=3,378)

2014

2013

43%

51%

51%

45%

68%

22%

19%

22%

21%

22%

32%

27%

24%

30%

6%

3%

Not Asked

Not Asked

Not Asked

Not Asked

Up 5+ points


vs. last wave




104

Base: Varies

Q26-1 26-18. With respect to convenience, how would you rate your satisfaction with … at [primary pharmacy]?



Q27. Which three of the following aspects of convenience are most important to you in a pharmacy

Store location, timeliness of filling prescriptions and ability to call ahead are relatively important for

Food/Supermarket pharmacy customers.



Convenience of location of pharmacy within

store


medication

Ability to call ahead and have prescriptions

ready


77%

79%

78%

66%

82%

67%

56% NA

18% NA

44% NA

51% 83%

7% NA







Continues onto

next page

61

60

59

58

58




105

Base: Varies




Q27. Which three of the following aspects of convenience are most important to you in a pharmacy



Wait times for picking up prescription

medications


Websites or mobile apps

Ability to order refill prescription online for

pick up at the pharmacy




62%

64%

61%

74%

73%

79%

57

54

54

51

47

46

31% NA

33% NA

3% 16%

19% 36%

14% 49%

19% 76%








106



Satisfaction with convenience factors is stable and positive. Wait times to speak with pharmacist is the only area

where satisfaction has softened since 2014 (73% very satisfied to 67% very satisfied currently).

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


convenience

2016

(n=3,815)

2014

(n=4,069)

2013

(n=4,428)


prescriptions ready

2016

(n=3,133)

2014

(n=3,498)

2013

(n=3,681)


2016

(n=3,816)

2014

(n=4,069)

2013

(n=4,248)


medications

2016

(n=2,905)

2014

(n=3,168)

2013

(n=3,119)

77%

76%

77%

82%

81%

85%

79%

78%

81%

79%

78%

78%

18%

18%

19%

13%

13%

12%

14%

16%

14%

16%

16%

17%

3%

4%

3%

3%

4%

2%

5%

5%

3%

5%

5%

5%

Continues onto



vs. last wave




107



Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Convenience of pharmacy location

within the store

2016

(n=3,815)

2014

(n=4,069)

2013


2016

(n=2,796)

2014

(n=2,926)

2013



2016

(n=1,917)

2014

(n=1,477)

2013

(n=1,725)


pick up at the pharmacy*

2016

(n=1,410)

2014

(n=1,434)

2013

78%

76%

67%

73%

73%

72%

73%

74%

69%

15%

16%

22%

19%

16%

16%

16%

12%

14%

6%

5%

8%

6%

9%

10%

10%

10%

14%

Not Asked

Not Asked

Continues onto

next page

Not Asked

Up 5+ points


vs. last wave




108



Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=3,815)

2014

(n=4,069)

2013

(n=4,248)


2016

(n=3,815)

2014

(n=4,069)

2013

(n=4,248)


2016

(n=3,815)

2014

(n=4,069)

2013

(n=4,248)


2016

(n=630)

2014

(n=523)

2013

66%

66%

64%

64%

64%

63%

62%

62%

60%

61%

62%

23%

23%

25%

26%

26%

28%

25%

24%

28%

21%

17%

5%

6%

4%

6%

7%

5%

7%

7%

6%

15%

19%

4%

3%

5%

3%

3%

4%

4%

5%

Not Asked

Up 5+ points


vs. last wave




109




Food/Supermarket pharmacy customers prefer a personal conversation or email as ways to receive information about

medications.



Email


Mailed letter

Website




No preference

28%

21%

12%

7%

7%

5%

3%

2%

15%




110




A quarter would like to be reminded about prescription refills via text message. This is followed by automatic refills,

automated phone messages and email.

Text message alert to your cellular phone



Email

Personal phone call from pharmacy staff

Mobile app on my phone/tablet that assists

me with refills

Sticker or paper reminder attached to your

prescription bag*

Mailed letter


26%

18%

17%

13%

7%

4%

3%

1%

12%




111

Base: Varies

Q32-1 to 32-5. With respect to prescription drug pricing, how would you rate your satisfaction with … at [primary pharmacy]?

*Based on correlation between satisfaction with prescription pricing overall and each sub-attribute within the category. Impact score of 70

and above reveals a higher impact relationship, i.e. attribute is a key driver of prescription pricing overall satisfaction.

Q33. Please rank the following aspects of prescription pricing where Rank 1 is given to the aspect that is the most important to you.

The aspect with the greatest impact on overall satisfaction with prescription pricing is low priced generic

prescriptions; Food/Supermarket pharmacies are performing well in this area. Notably, customers also prioritize

insurance card acceptance, another area that Food/Supermarket pharmacies excels on.

Overall satisfaction with prescription

pricing





cards

55%

72%

65%

81%

50%

69

56

48

47




% Most important



31% 80%

5% 56%

62% 86%

2% 18%




112

Base: Among users Q32-1 to 32-5. With respect to prescription drug pricing, how would you rate your satisfaction with … at [primary pharmacy]?

In line with historical trends, Food/Supermarket pharmacy customers are the most satisfied with their pharmacy’s low

priced generic prescription offerings and handling of their insurance cards. Conversely, customers are least satisfied

with the free trial voucher, coupon of co-pay card for specific prescription medications.


pricing

2016

(n=3,816)

2014

(n=4,069)

2013

(n=4,248)

Accepting my insurance card

2016

(n=3,293)

2014

(n=3,454)

2013

(n=3,678)


2016

(n=3,035)

2014

(n=3,428)

2013

55%

56%

50%

81%

83%

83%

72%

75%

30%

30%

30%

13%

12%

12%

22%

19%

10%

11%

12%

4%

4%

3%

4%

5%

4%

3%

6% 3%

Not Asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied Continues onto

next page

Up 5+ points


vs. last wave



Overall Satisfaction With Prescription Pricing (cont.)

113

Base: Among users Q32-1 to 32-5. With respect to prescription drug pricing, how would you rate your satisfaction with … at [primary pharmacy]?


2016

(n=2,140)

2014

(n=2,310)

2013

(n=2,504)


2016

(n=685)

2014

(n=586)

2013

65%

66%

59%

50%

51%

25%

22%

26%

25%

23%

8%

9%

11%

20%

22%

4%

3%

0 Not Asked

Somewhat

satisfied

Very


dissatisfied Very



vs. last wave




114

Base: Among Food/Supermarket pharmacy customers who have used other printed information (2016 n=1811)

Q21. You mentioned that you have used ‘other’ printed information (e.g., brochures/pamphlets related to my medical condition(s) and/or health) offered by

your pharmacy in the past 12 months. Who, if anyone, did you share this information with to help with treatment of your condition?

Those who have used printed information primarily share the information with a family member/friend or with their

doctor or pharmacist to help with the treatment of their medical condition. Nearly one-half (47%) do not share printed

information with anyone.


Doctor

Pharmacist

Nurse


Someone else

Disease educator

No one

32%

18%

17%

3%

2%

1%

1%

47%




115

Base: Varies


*Based on correlation between satisfaction ratings for additional medical services overall and each sub-attribute within the category. Impact score of 70 and above

reveals a higher impact relationship, i.e. attribute is a key driver of overall satisfaction with additional medical services.



The services that have the greatest impact on overall satisfaction are preventative screening and programs that help

customers stay on track with their medication/condition.


medical services


Lung screenings

Programs that help me stay on track with

my medications/condition


Diabetes education*

Bone density exams


Healthy living/eating seminars / discussions

with a dietician*

Permanent medical clinic at the pharmacy

Flu / pneumonia / shingles immunization

shots


42%

62%

57%

62%

62%

58%

61%

62%

53%

57%

77%

66%

63

58

57

56

49

48

48

48

47

42

42

Very satisfied Higher impact (key driver of overall satisfaction with additional medical services)


9% 4%

2% 1%

17% 5%

10% 5%

NA 3%

3% 2%

33% 27%

10% 6%

13% 3%

38% 22%

4% 8%








116



Overall satisfaction with additional medical services has remained fairly stable since 2014.


medical services

2016

(n=1,570)

2014

(n=1,625)

2013

(n=1,502)


immunization shots

2016

(n=827)

2014

(n=931)

2013

(n=703)


with my medication/ condition

2016

(n=196)

2014

(n=219)

2013


2016

(n=1,037)

2014

(n=1,151)

2013

(n=1,085)

42%

44%

39%

77%

78%

81%

62%

66%

62%

63%

61%

22%

21%

20%

14%

12%

12%

21%

15%

23%

21%

24%

33%

31%

38%

8%

9%

6%

16%

16%

13%

14%

14%

Not Asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto




lower vs. last wave



Overall Satisfaction With Additional Medical Services (cont.)

117




2016

(n=131)

2014

(n=180)

2013

(n=88)

Bone density exams

2016

(n=66)

2014

(n=100)

2013

(n=37)


2016

(n=183)

2014

(n=209)

2013

(n=103)

Lung screenings

2016

(n=48)

2014

(n=85)

2013

(n=40)

62%

63%

68%

61%

62%

71%

62%

61%

67%

57%

58%

59%

18%

13%

14%

18%

15%

17%

17%

15%

16%

25%

19%

33%

17%

22%

10%

19%

21%

11%

19%

21%

12%

16%

19%

6%

7%

4%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto




lower vs. last wave




118





pharmacy

2016

(n=120)

2014

(n=163)

2013

(n=119)

Healthy living/eating seminars /

discussions with a dietician*

2016

(n=93)

2014

2013


2016

(n=113)

2014

2013

Diabetes education*

2016

(n=118)

2014

2013

57%

56%

62%

53%

66%

58%

26%

24%

16%

25%

16%

23%

14%

16%

19%

21%

16%

17%

3%

0

0

0

0

0

0

Not Asked

Not Asked

Not Asked

Not Asked

Not Asked

Not Asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied Statistically significantly



lower vs. last wave


Food/Supermarket Pharmacies: Customer Demographics (2016)

119


S2, S1, D3/D4, D5, D8, Q18, D7


5%

17%

15%

19%

23%

21%

35-44

45-54

55-64

65+

Mean: 50.2 years old

75%

25%

91%

5%

5%

2%

3%

99%

1% White

African

American

Hispanic

Asian

Male

Female English

Other

21%

56%

23%

5%

17%

23%

27%

14%

14%

Refused

Less than $25K

$25k to <$45K

$45K to <$75K

$75K to <$100K

$100K +

No X%

Rural

Suburban

Urban/City center

95%

5%

No

Yes


18-24 18-24

25-34 Other


Mass Merchant Pharmacies:

An In-depth Look


Overview: Drivers of Overall Satisfaction With Mass Merchant Pharmacies

(2016)

121





Overall satisfaction and satisfaction with prescription filling, convenience and pharmacy staff remain high for Mass

Merchants and stable compared with 2014. Satisfaction with additional medical services has improved since 2014.


(n=5,130)


(n=5,130)

Convenience

(n=5,130)


(n=4,593)


(n=5,130)


(n=1,911)

59% 25% 5% 5% 5%

68%

65%

63%

55%

41%

23%

26%

27%

31%

25%

4%

5%

5%

9%

30%

3%

3%

3%

4%

Somewhat

satisfied

Very


dissatisfied Very


with pharmacy*

Up 5+ points


vs. last wave



Main Reason for Choosing Primary Pharmacy (2016)

122

Base: Mass merchant pharmacy customers (2016 n=5,130; 2014 n=5,603)



Location is the top reason customers choose to go to Mass Merchant pharmacies, followed by acceptance of

insurance, both being identical to 2014.

52%

35%

28%

26%

23%

17%

13%

12%

53%

36%

28%

24%

24%

17%

13%

17%

Location

Accepts my Insurance


time






90 day refills

10%

9%

8%

7%

5%

5%

12%

7%

8%

6%

3%

7%






Trust in the brand

Other

2014 2016




for me

2016

2014


medications

2016

2014



2016

2014


prescriptions online for pick up at

the pharmacy

2016

2014



2016

2014



123




Stable over time, the two most widely available convenience-related services – the ability to call ahead for

prescriptions and non-medication items available for purchase – are also the most commonly used. Use of various

communication channels for reminders and refills have increased significantly since 2014.

80%

84%

79%

83%

44%

34%

41%

36%

21%

14%

12%

11%

11%

8%

19%

17%

25%

26%

24%

17%

11%

10%

6%

6%

8%

7%

5%

8%

4%

4%

7%

9%

4%

4%

21%

31%

24%

28%

40%

53%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave



2016

2014


immunization shots

2016

2014

Programs that provide

assistance to help me stay on

track with my medications

2016

2014


screening

2016

2014



124




Customers shopping at Mass Merchant pharmacies are generally not very familiar with the additional medical

services available. The exceptions are blood pressure checks and immunizations, with an uptick in use and

awareness of immunizations since 2014. Medication adherence programs and glucose screenings are not very

salient to-date.

22%

21%

20%

15%

7%

5%

6%

5%

45%

41%

55%

49%

11%

9%

23%

17%

7%

7%

4%

5%

14%

15%

11%

12%

7%

7%

5%

7%

17%

20%

12%

15%

20%

23%

16%

24%

51%

52%

47%

52%

Continues onto

next page Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave



2016

2014


2016

2014

Diabetes education*

2016

2014


pharmacy

2016

2014



125




As noted previously, customers shopping at Mass Merchant pharmacies are not very familiar with the additional

medical services available. One in five Mass Merchant customers are interested in a permanent medical clinic being

offered.

6%

4%

5%

0

5%

5%

3%

17%

13%

10%

10%

9%

6%

13%

14%

9%

11%

22%

25%

14%

16%

21%

20%

34%

36%

51%

53%

54%

54%

30%

29%

Continues onto

next page Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Not Asked

Not Asked

Up 5+ points


vs. last wave




126






dietician*

2016

2014

Bone density exams

2016

2014

Lung screenings

2016

2014

4%

4%

3%

4%

7%

10%

6%

8%

5%

16%

14%

15%

14%

15%

25%

19%

21%

20%

22%

47%

53%

55%

54%

56%

Not Asked

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave



2016

2014

Printed information for my medical

condition(s) and/or health*

2016

2014


pharmacist

2016

2014

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave



127



*Question modified in 2016, therefore results not tracked against previous wave..

There has been a decline in usage of low priced generics among Mass Merchant customers since 2014.

79%

87%

46%

41%

42%

10%

6%

27%

36%

38%

4%

6%

5%

5%

8%

9%

8%

6%

4%

13%

9%

7%

Not Asked




128

Base: Mass merchant pharmacy customers (2016 n=5,130)

Q25-1 to 25-4. With respect to filling your prescriptions, how would you rate your satisfaction with .. at [primary pharmacy]?


Accuracy, available stock, and clear prescription labels are all important drivers of overall satisfaction with

prescription filling. Mass Merchants are performing well on filling prescriptions accurately and providing clear labels.

However, satisfaction ratings are somewhat softer when it comes to having prescription medication in stock.





medications I need


medications

68%

75%

60%

75%

71

63

61






2016

2014

2013



2016

2014

2013



2016

2014

2013


medications I need

2016

2014

2013



129

Base: Mass merchant pharmacy customers (2016 n=5,130; 2014=5,603; 2013=5,462)


Overall satisfaction with filling prescription medications among Mass Merchant pharmacy customers is has been

slowly eroding since 2013. Of note is the satisfaction with prescription accuracy, the largest driver of overall

satisfaction with filling, which has gone from 80% in 2013 to 75% currently.

68%

69%

73%

75%

76%

81%

75%

77%

80%

60%

64%

69%

23%

21%

19%

19%

17%

14%

18%

16%

14%

27%

23%

21%

4%

5%

4%

4%

5%

3%

4%

4%

4%

6%

6%

5%

3%

3%

3%

5%

4%

4%

Somewhat

satisfied

Very


dissatisfied Very


satisfaction with Filling Rx Up 5+ points


vs. last wave




130

Base: Among Mass Merchant pharmacy customers who have interacted with pharmacy staff (2016 n=2,071-4,593)


your satisfaction with … at [primary pharmacy]? **New questions added in 2016



Access to staff and the ability to address questions and concerns are the key drivers of satisfaction with the

pharmacist and pharmacy staff. Performance is adequate, with clear room for improvement. Mass Merchant

customers are most satisfied with the in-depth conversations with the pharmacist.

Pharmacist and pharmacy staff overall



have questions**










Ability offer advice on treatment alternatives**


Know who I am

63%

56%

55%

50%

46%

59%

40%

39%

36%

34%

38%

72

70

60

59

59

55

54

52

52

51

Very satisfied







131

Base: Among Mass Merchant pharmacy customers who have interacted with pharmacy staff


rate your satisfaction with … at [primary pharmacy]?


Though overall satisfaction with the pharmacist and staff is relatively stable year over year, there is an erosion of the

supporting pillars, across the board.


and pharmacy staff

2016

(n=4,593)

2014

(n=4,836)

2013

(n=4,713)


with pharmacist

2016

(n=2,071)

2014

(n=2,129)

2013

(n=2,116)


concerns

2016

(n=4,593)

2014

(n=4,836)

2013

(n=4,713)



2016

(n=4,593)

2014

2013

63%

64%

66%

59%

66%

68%

56%

60%

65%

55%

27%

24%

23%

26%

19%

17%

29%

25%

22%

31%

5%

7%

6%

12%

12%

12%

11%

10%

9%

10%

3%

3%

4%

3%

3%

3%

3%

0

0 Not Asked

Not Asked

Somewhat

satisfied

Very


dissatisfied Very



Continues onto



vs. last wave




2016

(n=4,593)

2014

(n=4,836)

2013


2016

(n=4,593)

2014

(n=4,836)

2013

(n=3,720)



2016

(n=4,593)

2014

(n=4,836)

2013

(n=4,713)


professionals

2016

(n=4,593)

2014

(n=4,836)

2013

(n=4,713)



132

Base: Among Mass Merchant pharmacy customers who have interacted with pharmacy staff Q24-1 to 24-12. With respect to the pharmacist and pharmacy staff (i.e. the people working behind the pharmacy counter), how would you rate your satisfaction with … at [primary pharmacy]?

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

50%

55%

46%

51%

59%

40%

46%

48%

39%

45%

50%

26%

21%

26%

22%

21%

26%

21%

22%

26%

21%

22%

22%

21%

22%

21%

15%

28%

29%

25%

29%

28%

21%

4%

3%

4%

4%

3%

3%

5%

4%

5%

Continues onto

next page

Not Asked



Up 5+ points


vs. last wave


Know who I am

2016

(n=4,593)

2014

(n=4,836)

2013

(n=4,713)


alternatives*

2016

(n=4,594)

2014

2013


2016

(n=4,593)

2014

(n=4,836)

2013

(n=4,713)



133

Base: Among Mass Merchant pharmacy customers who have interacted with pharmacy staff Q24-1 to 24-12. With respect to the pharmacist and pharmacy staff (i.e. the people working behind the pharmacy counter), how would you rate your satisfaction with … at [primary pharmacy]? *New question added in 2016

38%

43%

43%

36%

34%

40%

44%

22%

19%

18%

25%

25%

19%

22%

30%

30%

29%

33%

36%

36%

30%

6%

5%

6%

4%

3%

3%

4%

3%

4%

Somewhat

satisfied

Very


dissatisfied Very



Not Asked

Not Asked



Up 5+ points


vs. last wave




134

Base: Varies





The convenience-related factors that matter most are store location, time it takes to fill prescriptions, and the ability

to call ahead.



Continues onto

next page

Convenience overall



medication

Convenience of location of pharmacy within

store

Ability to call ahead and have prescriptions

ready

Wait times for picking up prescription

medications

65%

67%

55%

68%

74%

48%

45% NA

42% NA

18% NA

48% 80%

34% NA





59

58

58

56

55


Base: Varies











Ability to order refill prescription online for

pick up at the pharmacy





54%

56%

68%

65%

75%

54%

53

52

48

46

45

43

32% NA

9% NA

21% 41%

16% 44%

24% 79%

5% 21%





The convenience-related factors that matter most are store location, time it takes to fill prescriptions, and the ability

to call ahead.


Overall satisfaction with convenience is largely unchanged from 2014. Satisfaction with being able to call ahead has

stabilized after a sharp decline from 2013 to 2014. From 2014 to 2016, the areas that have see declines in satisfaction

are wait time to speak with pharmacist and website/apps.

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


convenience

2016

(n=5,130)

2014

(n=5,603)

2013

(n=5,462)


medications

2016

(n=4,064)

2014

(n=4,676)

2013

(n=4,488)


prescriptions ready

2016

(n=4,078)

2014

(n=4,724)

2013

(n=4,664)

Convenience of the pharmacy location

within the store

2016

(n=5,130)

2014

(n=5,603)

2013




Q26. With respect to convenience, how would you rate your satisfaction with… at [primary pharmacy]?

65%

63%

67%

75%

75%

77%

74%

75%

82%

68%

66%

26%

27%

24%

20%

19%

17%

20%

18%

13%

23%

22%

5%

6%

5%

4%

5%

5%

4%

5%

3%

7%

8%

3%

3%

3%

Continues onto

next page

Not Asked

Up 5+ points


vs. last wave




137

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied



2016

(n=2,109)

2014

(n=2,033)

2013


2016

(n=5,130)

2014

(n=5,603)

2013

(n=5,426)



2016

(n=2,256)

2014

(n=1,920)

2013

(n=2,252)


2016

(n=3,948)

2014

(n=3,852)

2013

68%

66%

67%

65%

69%

65%

67%

67%

56%

63%

20%

18%

24%

23%

22%

22%

18%

18%

29%

24%

9%

13%

6%

8%

6%

10%

11%

12%

11%

10%

3%

3%



Not Asked

Not Asked

Continues onto



vs. last wave




138



Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=5,130)

2014

(n=5,603)

2013

(n=5,462)


2016

(n=1,076)

2014

(n=762)

2013


2016

(n=5,130)

2014

(n=5,603)

2013

(n=5,462)


2016

(n=5,130)

2014

(n=5,603)

2013

(n=5,462)

55%

55%

57%

54%

62%

0

54%

54%

57%

48%

49%

51%

29%

28%

26%

28%

20%

31%

30%

30%

33%

30%

29%

7%

8%

8%

15%

16%

9%

9%

7%

9%

10%

8%

6%

6%

7%

0

5%

5%

5%

7%

7%

8%

3%

3%

3%

3%

3%

4%

Not Asked

Up 5+ points


vs. last wave




139




Mass Merchant customers prefer receiving information in a variety of ways. Most notably, a quarter prefers receiving

medical information via personal conversation, while one-in-five prefer email and 16% a text message.



Email


Website

Mailed letter





No preference

25%

19%

16%

8%

7%

4%

4%

2%

1%

14%




140




Text message alerts as reminders are steadily increasing in popularity year on year, with a third preferring this

method in 2016 (compared to 22% in 2014 and 13% in 2013).


phone

Email



Personal phone call from

pharmacy staff



Sticker or paper reminder attached

to your prescription bag*

Mailed letter


33%

14%

13%

13%

7%

5%

3%

1%

10%




141

Base: Varies

Q32-1 to Q32-5. With respect to prescription drug pricing, how would you rate your satisfaction with … at [primary pharmacy]?



Q33 Please rank the following aspects of prescription pricing where Rank 1 is given to the aspect that is the most important.

Customers place a high priority on low priced generic prescriptions and insurance card acceptance. Mass Merchant

pharmacies are doing well across both areas.


pricing





55%

71%

54%

74%

49%

68

55

50

46



41% 79%

3% 26%

52% 81%

4% 18%






(among all)




142


Mass merchant pharmacies are excelling in the areas that matter most – low priced generic prescriptions and

acceptance of insurance cards.


pricing

2016

(n=5,130)

2014

(n=5,603)

2013

(n=5,462)


2016

(n=4,167)

2014

(n=4,307)

2013

(n=4,290)


2016

(n=4,047)

2014

(n=4,883)

2013

55%

58%

55%

74%

78%

81%

71%

74%

31%

29%

29%

19%

16%

13%

22%

20%

9%

9%

9%

5%

5%

5%

4%

4%

4%

3%

4%

Not asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied Continues onto

next page

Up 5+ points


vs. last wave



Overall Satisfaction With Prescription Pricing (cont.)

143


Mass merchant pharmacies are excelling in the areas that matter most – low priced generic prescriptions and

acceptance of insurance cards.


2016

(n=1,313)

2014

(n=1,451)

2013

(n=1,406)


2016

(n=934)

2014

(n=727)

2013

54%

60%

57%

49%

49%

31%

28%

29%

30%

25%

10%

8%

9%

16%

20%

3%

3%

4%

4%

Not asked

Somewhat

satisfied

Very


dissatisfied Very



Up 5+ points


vs. last wave




144

Base: Mass merchant pharmacy customers who have used other printed information (2016 n=2,398)




Printed information is being utilized somewhat differently than in the past. Four-in-ten who use printed information,

keep it to themselves. However, more are sharing it with their pharmacists, while fewer with their doctors.


Doctor

Pharmacist

Nurse


Disease educator

Someone else

No one

30%

28%

22%

6%

3%

2%

1%

41%




145

Base: Varies

Q30-1 to Q30-12. With respect to additional medical services offered, how would you rate your satisfaction with …at [primary pharmacy]?

*Based on correlation between satisfaction ratings for additional medical services overall and each sub-attribute within the category. Impact score of 70 and above

reveals a higher impact relationship, i.e. attribute is a key driver of overall satisfaction with additional medical services.


**New questions added in 2016.

The most significant drivers of satisfaction with additional medical services are healthy living/discussions, permanent

medical clinic and diabetes education.


medical services

Healthy living/eating seminars / discussions

with a dietician**





Lung screenings





Bone density exams


shots

41%

53%

50%

50%

50%

50%

51%

50%

60%

53%

54%

65%

74

69

68

64

62

61

60

56

52

51

41



12% 4%

15% 5%

N/A 5%

17% 7%

3% 4%

11% 6%

13% 6%

6% 5%

32% 22%

4% 4%

33% 20%








146


Q30-1 to Q30-12. With respect to additional medical services offered, how would you rate your satisfaction with … at [primary pharmacy]?


Overall satisfaction with additional medical services has seen a significant increase since 2014, though its pillars

remain fairly stable. That said, after a decline in 2014 for satisfaction with flu/pneumonia/shingles immunization,

there has been stabilization.


medical services

2016

(n=1,911)

2014

(n=1,692)

2013

(n=1,702)


immunization shots

2016

(n=1,031)

2014

(n=835)

2013

(n=649)


2016

(n=279)

2014

2013

Bone density exams

2016

(n=217)

2014

(n=158)

2013

(n=50)

41%

36%

33%

65%

66%

71%

60%

54%

54%

65%

25%

20%

19%

21%

17%

14%

27%

29%

29%

17%

30%

38%

42%

12%

16%

14%

10%

13%

17%

16%

3%

3%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto

next page

Not asked

Not asked




lower vs. last wave

Continues onto

next page




147




Healthy living/eating seminars /


2016

(n=238)

2014

2013


2016

(n=1,132)

2014

(n=1,185)

2013

(n=1,272)


2016

(n=303)

2014

(n=226)

2013

(n=99)

Lung screenings

2016

(n=212)

2014

(n=131)

2013

(n=49)

53%

53%

52%

57%

51%

55%

66%

50%

59%

57%

35%

28%

28%

24%

30%

25%

21%

36%

24%

23%

10%

16%

18%

17%

16%

19%

12%

11%

15%

13% 7%

Not asked

Not asked

Somewhat

satisfied

Very


dissatisfied Very


with add’l medical services




lower vs. last wave

Continues onto

next page




148





pharmacy

2016

(n=270)

2014

(n=184)

2013

(n=112)

Diabetes education*

2016

(n=249)

2014

2013


2016

(n=325)

2014

(n=266)

2013

(n=112)


with my medications/condition

2016

(n=349)

2014

(n=260)

2013

50%

53%

49%

50%

50%

52%

62%

50%

54%

33%

23%

22%

32%

31%

21%

14%

30%

21%

12%

18%

24%

14%

15%

25%

23%

16%

24%

3%

3%

4%

0

0

3%

0

3%

3%

Not asked

Continues onto

next page

Not asked

Somewhat

satisfied

Very


dissatisfied Very




lower vs. last wave

Continues onto

next page


Mass Merchant Pharmacies: Customer Demographics (2016)

149


S2, S1, D3/D4, D5, D8, Q18, D7


5%

19%

19%

17%

21%

19%

18-24

25-34

35-44

45-54

55-64

65+

Mean: 48 years old

73%

27%

90%

7%

5%

3%

5%

99%

1% White

African

American

Hispanic

Asian

Other

Male

Female English

Spanish

24%

47%

30%

5%

18%

24%

27%

14%

13%

18-24

Refused

Less than $25K

$25k to <$45K

$45K to <$75K

$75K to <$100K

$100K +

No X%

Rural

Suburban

Urban/City center

92%

8%

No

Yes



Chain Drug Pharmacies:

An In-depth Look


Overview: Drivers of Overall Satisfaction With Chain Drug Pharmacies (2016)

151

Q10 (Overall satisfaction with primary pharmacy / Q24-1 (Overall satisfaction with pharmacist/pharmacy staff) / Q25-1 (Overall satisfaction with filling




Satisfaction with the key drivers of overall satisfaction with Chain pharmacies, prescription filling, convenience and

pharmacy staff remain strong.


(n=14,002)

Convenience

(n=14,002)


(n=14,002)


(n=12,203)


(n=14,002)


(n=5,805)

61% 24% 4% 4% 6%

70%

69%

62%

47%

42%

23%

22%

27%

33%

27%

4%

4%

5%

13%

28%

3%

3%

5%

Somewhat

satisfied

Very


dissatisfied Very


with pharmacy*



Main Reason for Choosing Primary Pharmacy (2016)

152

Base: Chain drug pharmacy customers (2016 n=14,000; 2014 n=13,122)


Note: Chart only shows reasons with 5% or greater mention.

Location is the primary reason why customers choose to use a Chain Drug pharmacy, followed distantly by insurance

acceptance, inertia, timeliness of filling prescriptions and refill reminders.

Store location


I have been using this pharmacy for







90 day refills





Trust in the brand


pharmacy

60%

35%

28%

25%

21%

17%

16%

9%

8%

8%

62%

35%

28%

23%

19%

20%

17%

9%

10%

9% 2014 2016

8%

7%

7%

6%

7%

7%

5%

6%




153




Convenience services − particularly non-medical items for purchase, ability to call ahead for prescriptions and refill

reminders − are available at a majority of Chain Drug pharmacies and are being utilized. Online services are less

utilized and fewer are even aware that they may be available.


medications

2016

2014


prescription medication(s) ready for

me

2016

2014



2016

2014


prescriptions online for pick-up at

the pharmacy

2016

2014



2016

2014

80%

81%

77%

80%

71%

63%

52%

49%

35%

27%

11%

11%

15%

14%

16%

17%

25%

27%

32%

28%

3%

3%

3%

3%

4%

5%

5%

4%

5%

6%

3%

3%

3%

3%

5%

6%

3%

3%

3%

3%

7%

12%

16%

16%

23%

33%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave




154




With the exceptions of immunization shots and blood pressure checks, Chain Drug customers are often unaware of

the other additional medical services offered at their pharmacy. Immunization shots and blood pressure checks

continue to be services that are less utilized at Chain Drug pharmacies.


immunization shots

2016

2014


2016

2014

Programs that provide assistance

to help me stay on track with my

medications

2016

2014


pharmacy

2016

2014

25%

27%

21%

22%

9%

9%

8%

8%

58%

59%

53%

53%

19%

20%

17%

17%

3%

3%

5%

5%

11%

12%

19%

21%

5%

4%

5%

4%

12%

12%

25%

24%

9%

7%

16%

15%

49%

48%

31%

30%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested Continues onto

next page

Up 5+ points


vs. last wave




155





screening

2016

2014


2016

2014



dietician*

2016

2014


2016

2014

7%

7%

5%

6%

5%

0

5%

0

32%

34%

25%

26%

12%

14%

8%

8%

10%

10%

14%

9%

9%

8%

10%

9%

17%

15%

44%

43%

50%

48%

53%

57%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Not Asked

Not Asked

Continues onto

next page

Chain Drug customers are often unaware that other services such as screening tests, healthy living consultation with

a dietician and device/inhaler training are offered at their pharmacy.

Up 5+ points


vs. last wave




156




Diabetes education*

2016

2014

Bone density exams

2016

2014

Lung screenings

2016

2014

5%

4%

4%

4%

4%

15%

14%

14%

12%

13%

9%

11%

12%

11%

12%

15%

15%

13%

16%

13%

57%

55%

56%

56%

57%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Not Asked

Chain Drug customers are often unaware that diabetes education, bone density exams and lung screenings are

offered at their pharmacy.

Up 5+ points


vs. last wave




157




The great majority of Chain Drug pharmacies offer low priced generic prescriptions drug, printed medical/health

information and in-depth counseling services. As with most other pharmacy types, Chain Drugs are largely meeting

customer demand for each of these services.

Low priced generic prescription drug

2016

2014



2016

2014

In-depth (more than 2 minute)


pharmacist

2016

2014

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

69%

72%

43%

33%

37%

13%

12%

28%

40%

41%

5%

5%

6%

6%

7%

9%

10%

8%

11%

9%

14%

11%

7%

Not asked

Up 5+ points


vs. last wave




158




Overall satisfaction with prescription filling is highly impacted by how well the pharmacy delivers on accuracy, an

area that Chain Drug pharmacies delivers well on.





medications I need


medications

69%

75%

65%

75%

70

65

63







159

Base: Chain drug pharmacy customers (2016 n=14,002; 2014 n=13,122; 2013 n=12,158)


Overall satisfaction for prescription filling is stable and highly positive – over nine-in-ten Chain Drug pharmacy

customers are satisfied.


2016

2014

2013



2016

2014

2013



2016

2014

2013


medications I need

2016

2014

2013

Up 5+ points


vs. last wave

Somewhat

satisfied

Very


dissatisfied Very



69%

69%

70%

75%

75%

77%

75%

74%

78%

65%

65%

65%

22%

21%

21%

18%

16%

16%

18%

18%

16%

24%

23%

25%

4%

5%

4%

4%

5%

4%

4%

5%

4%

5%

7%

5%

3%

3%

3%

4%

3%

3%




160

Base: Among chain drug pharmacy customers who have interacted with pharmacy staff (2016 n=4,424-12,203)





Among Chain Drug customers, the pharmacist/pharmacy staff interaction with the most potential to influence overall

satisfaction is ability to address questions and concerns.


pharmacy staff


Access to pharmacist / pharmacy staff when I

have questions**









professionals seen by members of my

household


Ability to offer advice on treatment alternatives**

Know who I am

62%

57%

57%

49%

49%

62%

41%

42%

37%

38%

40%

71

68

60

60

59

56

54

53

52

50


Very satisfied Higher impact (key driver of overall satisfaction with pharmacist and staff)





161

Base: Among chain drug pharmacy customers who interacted with pharmacy staff




Performance of Chain Drug pharmacy staff is stable over time, though there has been a decline in satisfaction with in-

depth counseling.


and pharmacy staff

2016

(n=12,203)

2014

(n=11,120)

2013

(n=10,483)


with pharmacist

2016

(n=4,424)

2014

(n=4,438)

2013

(n=4,053)


concerns

2016

(n=12,203)

2014

(n=11,120)

2013

(n=10,483)

Access to the pharmacist/pharmacy


2016

(n=12,203)

2014

2013

62%

65%

63%

62%

69%

69%

57%

61%

61%

57%

27%

24%

25%

24%

18%

19%

29%

25%

25%

29%

5%

5%

6%

10%

9%

9%

10%

9%

9%

9%

3%

3%

3%

3%

3%

3%

3%

Not Asked

Not Asked

Somewhat

satisfied

Very


dissatisfied Very



Continues onto



vs. last wave




162




Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=12,203)

2014

(n=11,120)

2013

(n=9,538)



2016

(n=12,203)

2014

(n=11,120)

2013


professionals

2016

(n=12,203)

2014

(n=11,120)

2013

(n=10,483)


and needs of my household

2016

(n=12,203)

2014

(n=11,120)

2013

(n=10,483)

49%

55%

56%

49%

55%

42%

48%

51%

41%

48%

47%

27%

23%

23%

26%

22%

26%

22%

23%

26%

23%

23%

19%

17%

15%

22%

20%

26%

24%

20%

28%

25%

24%

4%

3%

4%

4%

3%

4%

3%

3%

3%

Not Asked

There seems to be a decline in satisfaction in personalization of the interaction, including knowing who the customer

is, helpfulness with insurance issues, ability to help household take medication correctly, coordination of care and

knowledge of the needs of the household.

Continues onto



vs. last wave




163





Know who I am

2016

(n=12,201)

2014

(n=11,118)

2013

(n=10,483)


alternatives*

2016

(n=12,203)

2014

2013


2016

(n=12,203)

2014

(n=11,120)

2013

(n=10,483)

40%

46%

43%

38%

37%

44%

45%

23%

21%

21%

26%

26%

22%

24%

28%

25%

27%

30%

33%

30%

27%

6%

5%

6%

3%

3%

3%

4%

3%

4%

Not Asked

Not Asked

Somewhat

satisfied

Very


dissatisfied Very



Up 5+ points


vs. last wave



56% NA Convenience of store location

38% 77% Ability to call ahead and have prescription

ready

41% NA Time it takes to fill my prescription

32% NA Wait times for picking up medications

8% NA Wait times to speak to a pharmacist


Drivers of Overall Satisfaction With Convenience

164

Base: Varies

Q26-1 to 26-18. With respect to convenience, how would you rate your satisfaction with … at [primary pharmacy]?




Convenience of store location, ability to order prescriptions ahead of time and time it takes to fill prescriptions are the

most important aspects of convenience, and all three aspects also have a moderately high impact on overall satisfaction.

70%

74%

76%

60%

53%

55%

60

60

59

57

55







Continues onto

next page


14% NA Convenience of the pharmacy location within

the store

26% 52% Ability to order refill online for in-store pickup

32% NA Convenience of pharmacy hours

24% 71% Phone, email or mail reminders to refill

6% 35% Website or mobile apps

17% 80% Other items available for purchase


Drivers of Overall Satisfaction With Convenience (cont.)

165

Base: Varies





66%

74%

61%

71%

63%

66%

54

53

51

50

49

48










166

Satisfaction with convenience for Chain Drug pharmacy customers is stable over time, across aspects.

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


convenience

2016

(n=14,002)

2014

(n=13,122)

2013

(n=12,158)


prescription ready

2016

(n=10,769)

2014

(n=10,506)

2013

(n=10,035)

Ability to order refill online for in-store

pickup

2016

(n=7,214)

2014

(n=6,441)

2013


2016

(n=14,002)

2014

(n=13,122)

2013

(n=12,158)



70%

69%

72%

76%

76%

81%

74%

71%

74%

73%

78%

23%

22%

22%

18%

17%

15%

17%

16%

19%

18%

16%

4%

5%

4%

4%

5%

3%

7%

10%

5%

6%

4%

Continues onto

next page

Not Asked

Up 5+ points


vs. last wave




167

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=9,876)

2014

(n=8,249)

2013

(n=7,996)


2016

(n=11,241)

2014

(n=10,671)

2013

(n=10,048)


within the store

2016

(n=14,002)

2014

(n=13,122)

2013


2016

(n=4,817)

2014

(n=3,518)

2013



71%

71%

69%

66%

66%

64%

66%

65%

63%

64%

21%

19%

20%

27%

25%

27%

22%

22%

23%

21%

6%

7%

8%

6%

7%

7%

8%

9%

12%

14%

3%

Continues onto

next page

Not Asked

Not Asked

Satisfaction with convenience for Chain pharmacy customers is stable over time, across aspects.

Up 5+ points


vs. last wave




168

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=14,002)

2014

(n=13,122)

2013

(n=12,158)


2016

(n=14,002)

2014

(n=13,122)

2013

(n=12,158)


2016

(n=9,894)

2014

(n=9,039)

2013


2016

(n=14,002)

2014

(n=13,122)

2013

(n=12,158)



61%

63%

65%

60%

59%

59%

55%

62%

53%

53%

54%

27%

25%

25%

26%

26%

27%

29%

25%

29%

29%

30%

7%

8%

6%

7%

8%

7%

11%

9%

8%

9%

7%

4%

3%

3%

5%

5%

5%

3%

3%

6%

5%

6%

3%

3%

3%

Not Asked

Wait times to speak to a pharmacist is the only area where satisfaction has moderated since the previous wave.

Up 5+ points


vs. last wave




169

Base: Chain drug pharmacy customers (2016 n=14,002)



Personal conversation with pharmacist/pharmacy staff and email are the channels most preferred by Chain Drug

pharmacy customers for receiving medication information.

Email




Website


Mailed letter


A pharmacy-specific mobile app*

No preference

23%

21%

16%

9%

6%

6%

4%

3%

11%




170

Base: Chain drug pharmacy customers (2016 n=14,002)



Text message alert has become the most preferred reminder method for Chain pharmacy customers, surpassing

email and automated phones reminders.

31%

18%

16%

15%

7%

5%

2%

1%

5%


phone

Email




pharmacy staff




to your prescription bag*

Mailed letter




Drivers of Overall Satisfaction With Prescription Pricing

171

Base: Varies Q32-1 to Q32-5. With respect to prescription drug pricing, how would you rate your satisfaction with … at [primary pharmacy]? *Based on correlation between satisfaction with prescription pricing overall and each sub-attribute within the category. Impact score of 70 and above reveals a higher impact relationship, i.e. attribute is a key driver of prescription pricing overall satisfaction. Q33 Please rank the following aspects of prescription pricing where Rank 1 is given to the aspect that is the most important to you in a pharmacy.

The aspect with the greatest impact on overall satisfaction with prescription pricing is low priced generic

prescriptions. Notably, customers also prioritize insurance card.


pricing




cards

Accepting my insurance card

47%

63%

52%

48%

74%

69

54

50

49

% Most important

(among all) Impact Score* (among users)



(among all)



25% 69%

7% 86%

3% 22%

73% 88%




172

Base: Among users




2016

(n=14,002)

2014

(n=13,122)

2013

(n=12,158)


2016

(n=12,350)

2014

(n=11,386)

2013

(n=11,086)


2016

(n=9,674)

2014

(n=9,491)

2013


2016

(n=12,028)

2014

(n=11,714)

2013

(n=9,364)

Free trial vouchers, coupons, or co-

pay cards

2016

(n=3,064)

2014

(n=2,496)

2013

47%

45%

39%

74%

75%

77%

63%

64%

52%

52%

47%

48%

45%

33%

33%

34%

19%

17%

17%

27%

25%

31%

30%

32%

31%

30%

13%

15%

17%

5%

6%

5%

8%

8%

12%

13%

16%

17%

20%

5%

6%

7%

4%

4%

4%

3%

3%

3%

Not asked

Not asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Overall satisfaction with prescription pricing has stabilized, after an improvement from 2013 to 2014.

Chain drug pharmacies are performing well on attributes that are important to customers – low priced generic

prescriptions and acceptance of insurance card.

Up 5+ points


vs. last wave




173

Base: Among chain drug pharmacy customers who have used printed information (2016 n=6,030; 2014 n=4,122)

Q21. You mentioned that you have used printed information (e.g., brochures/pamphlets related to my medical condition(s) and/or health) offered by



Those who have used printed information mainly kept it to themselves or shared it with family and friends, their

doctor and/or their pharmacist.


Doctor

Pharmacist

Nurse


Someone else

Disease educator

No one

31%

29%

24%

6%

3%

2%

2%

38%



Drivers of Overall Satisfaction With Additional Medical Services

174

Base: Varies

Q30-1 to 30-12. With respect to additional medical services offered, how would you rate your satisfaction … at [primary pharmacy]?





Among users of most additional medical services, the quality of service provided is driving satisfaction. Though the

impact is more moderate for blood pressure checks and immunization shots, these two services are deemed the most

important by Chain Drug pharmacy customers overall and are the two most utilized.


medical services




Bone density exams

Lung screenings

42%

57%

60%

60%

57%

58%

65

64

63

63

63





19% 8%

6% 5%

NA 5%

4% 4%

4% 4%



Continues onto

next page



Drivers of Overall Satisfaction With Additional Medical Services

175

Healthy living/eating seminars/discussions

with a dietician**






Flu/pneumonia/shingles immunization shots

62%

57%

55%

60%

57%

68%

62

61

60

59

49

44





12% 5%

11% 5%

11% 7%

20% 9%

32% 21%

38% 25%



Very satisfied

Base: Varies









176


Q30-1 to Q30-12. With respect to additional medical services offered, how would you rate your satisfaction with each of the following at [primary pharmacy]?


Satisfaction with additional medical services is stable over time. Satisfaction with flu/pneumonia/shingles

immunization shots has stabilized after a decline from 2013 to 2014.


additional medical services

2016

(n=5,805)

2014

(n=5,243)

2013

(n=3,988)


immunization shots

2016

(n=3,521)

2014

(n=3,470)

2013

(n=2,262)

Healthy living / eating seminars /


2016

(n=665)

2014

2013

Device / inhaler training*

2016

(n=682)

2014

2013

42%

43%

40%

68%

69%

77%

62%

60%

27%

25%

23%

20%

18%

13%

24%

24%

28%

28%

34%

9%

11%

9%

12%

13%

3%

Not Asked

Not Asked

Not Asked

Not Asked

Somewhat

satisfied

Very


dissatisfied Very




lower vs. last wave

Continues onto

next page




177


Q30-1 to Q30-12. With respect to additional medical services offered, how would you rate your satisfaction with each of the following at [primary pharmacy]?


Diabetes education*

2016

(n=657)

2014

2013


with my medication

2016

(n=1,196)

2014

(n=1,099)

2013

Lung screenings

2016

(n=512)

2014

(n=511)

2013

(n=172)


pharmacy

2016

(n=1,109)

2014

(n=976)

2013

(n=682)

60%

60%

58%

58%

54%

61%

57%

58%

58%

27%

23%

24%

26%

24%

22%

28%

25%

22%

10%

14%

16%

14%

19%

12%

12%

14%

16%

3%

3%

Not Asked

Not Asked

Not Asked

Similarly, satisfaction with lung screening services has also stabilized after a decline from 2013 to 2014.

Somewhat

satisfied

Very


dissatisfied Very




lower vs. last wave

Continues onto

next page




178


Q30-1 to Q30-12. With respect to additional medical services offered, how would you rate your satisfaction with each of the following at

[primary pharmacy]?


2016

(n=2,909)

2014

(n=2,861)

2013

(n=2,330)

Bone density exams

2016

(n=553)

2014

(n=540)

2013

(n=192)


2016

(n=757)

2014

(n=805)

2013

(n=342)


2016

(n=923)

2014

(n=924)

2013

(n=353)

57%

57%

60%

57%

56%

62%

57%

52%

61%

55%

55%

57%

25%

23%

23%

27%

23%

20%

28%

24%

19%

26%

20%

21%

15%

17%

15%

14%

17%

15%

13%

21%

18%

16%

22%

19%

3%

Satisfaction with cholesterol screening service has strengthened since 2014.

Somewhat

satisfied

Very


dissatisfied Very




lower vs. last wave


Chain Drug Pharmacies: Customer Demographics (2016)

179

Base: Chain drug pharmacy customers (n=14,002)

S2, S1, D3/D4, D5, D8, Q18, D7

30%

52%

18%

5%

15%

21%

26%

16%

17%


8%

22%

20%

17%

18%

15%

18-24

25-34

35-44

45-54

55-64

65+

Mean: 46 years old

72%

28%

85%

10%

9%

3%

5%

98%

1% 1%


Refused

Less than $25K

$25K to <$45K

$45K to <$75K

$75K to <$100K

$100K +

No X%

Rural

Suburban

Urban/City center

97%

3%

White

African

American

Hispanic

Asian

Other

Male

Female English

Spanish

No

Yes

Other


Clinic Pharmacies:

An In-depth Look


Overview: Drivers of Overall Satisfaction With Clinic Pharmacies (2016)

181

Q10 (Overall satisfaction with primary pharmacy) / Q24-1 (Overall satisfaction with pharmacist/pharmacy staff) / Q25-1 (Overall satisfaction with filling




Clinic pharmacies tend to underperform versus the other pharmacy types. However, they are also seeing erosion on

key drivers of overall satisfaction with pharmacy, namely satisfaction with filling prescriptions, staff and Rx pricing.


(n=2,087)


(n=2,087)


(n=1,839)

Convenience

(n=2,087)


(n=2,087)


(n=1,482)

57% 24% 5% 6% 8%

64%

62%

60%

59%

47%

24%

25%

26%

24%

24%

5%

6%

6%

11%

23%

3%

5%

4%

3%

4%

4%

3%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very


with pharmacy*

Up 5+ points


vs. last wave


Clinic Pharmacies:


182

Base: Clinic pharmacy customers (2016 n=2,087; 2014 n=1,547)



Clinic customers are drawn to their pharmacy for a variety of reasons; most notable reasons include insurance

acceptance, health insurance requirements, habit and speed of filling prescriptions. That said, more people have

broken their habit in 2016 versus 2014 and store location and 90 day refills appear to be becoming less important.



pharmacy


time


Store location

90 day refills

Permanent medical clinic at a pharmacy

My pharmacy offers a free prescription for a

drug I am taking





Additional medical services (e.g., flu shots)




My pharmacy offers a co-pay card for the

drug I am taking

Trust in the brand


Other

28%

24%

23%

20%

19%

19%

17%

16%

11%

25%

28%

29%

20%

26%

26%

17%

19%

8%

10%

9%

8%

8%

7%

7%

7%

5%

6%

9%

5%

10%

5%

5%

4%

3%

1%

10%

2014 2016 Up 5+ points


vs. last wave


Clinic Pharmacies:


183




Most Clinic pharmacy customers take advantage of the ability to call ahead for prescriptions. There has been a rise in

those taking advantage of the website/apps, non-Rx items for purchase and refill reminders, which was an unmet

need in 2014.



for me

2016

2014


prescriptions online for pick up

at the pharmacy

2016

2014

Phone, email or mail reminders

to refill my prescription

medications

2016

2014


medications

2016

2014



2016

2014

67%

70%

45%

42%

40%

24%

37%

30%

35%

28%

18%

16%

24%

21%

19%

14%

23%

16%

22%

17%

8%

6%

13%

13%

19%

23%

9%

11%

13%

11%

6%

8%

8%

16%

22%

29%

11%

15%

5%

4%

13%

15%

14%

23%

8%

15%

19%

29%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave


Clinic Pharmacies:


184




Since 2014, more Clinic pharmacy customers are taking of permanent medical clinics at the pharmacy. There has

been a rise in Clinic pharmacies offering flu/pneumonia/shingles/immunization shots, blood pressure checks and

cholesterol screening.


pharmacy

2016

2014


immunization shots

2016

2014


2016

2014


2016

2014

48%

43%

40%

40%

37%

37%

31%

32%

17%

14%

27%

20%

25%

16%

21%

15%

10%

10%

8%

9%

10%

11%

11%

12%

14%

19%

13%

17%

14%

21%

17%

23%

12%

13%

12%

14%

14%

16%

19%

18%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave



2016

2014

Bone density exams

2016

2014

Lung screenings

2016

2014

Clinic Pharmacies:





20%

19%

16%

19%

16%

26%

24%

22%

23%

22%

9%

12%

14%

13%

14%

17%

19%

25%

19%

24%

29%

26%

23%

26%

24%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Not Asked

185

Most Clinic pharmacy customers are aware of the additional medical services offered at their pharmacy. There

continues to be fairly low utilization and low interest in the three services – device/inhaler training, bone density

exams and lung screenings.

Up 5+ points


vs. last wave



2016

2014

Printed information for my medical

condition(s) and/or health*

2016

2014


pharmacist

2016

2014

Clinic Pharmacies:


186




Four-in-five Clinic pharmacy customers say their pharmacy offers low priced generic prescription drugs, printed

medical/health information and in-depth counseling services. While the vast majority of Clinic customers take

advantage of the low priced prescriptions, there has been significant attrition since 2014.

62%

70%

61%

40%

44%

17%

8%

23%

39%

36%

7%

5%

6%

7%

6%

5%

5%

4%

7%

8%

10%

12%

6%

7%

7%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave

Not Asked


Clinic Pharmacies:


187

Base: Clinic pharmacy customers (2016 n=2,087)



Accuracy, keeping medications in-stock and clear prescription labels are all important drivers of overall satisfaction

with prescription filling. Clinic pharmacies are delivering adequately on each of these crucial areas.





medications


medications I need

64%

70%

69%

64%

69

66

64

Very satisfied Higher impact (key driver of pharmacy staff overall satisfaction)

Lower impact (secondary driver of pharmacy staff overall satisfaction)



Clinic Pharmacies:


188

Base: Clinic pharmacy customers (2016 n=2,087; 2014 n=1,547; 2013 n=2,434)


Overall satisfaction with filling prescription has declined since 2014, with the key pillars following suit.


2016

2014

2013



2016

2014

2013



2016

2014

2013


medications I need

2016

2014

2013

64%

72%

76%

70%

80%

84%

69%

79%

84%

64%

73%

73%

24%

18%

16%

20%

13%

11%

20%

14%

11%

25%

17%

18%

5%

5%

4%

6%

4%

4%

6%

4%

3%

6%

5%

6%

3%

3%

4%

3%

4%

Somewhat

satisfied

Very


dissatisfied Very



vs. last wave


Clinic Pharmacies:


189

Base: Among Clinic pharmacy customers who have interacted with pharmacy staff (2016 n=785-1,839)





The top drivers of overall satisfaction with pharmacist and pharmacy staff are addressing customer questions/

concerns and having access to the staff when needed.


pharmacy staff


Access to the pharmacist or pharmacy staff

when I have questions**










Ability to offer advice on treatment alternatives**


Know who I am

62%

57%

53%

51%

64%

45%

42%

41%

41%

44%

39%

65

62

59

59

53

49

49

48

47

46





Clinic Pharmacies:


190

Base: Among Clinic pharmacy customers who interacted with pharmacy staff




Though Clinic pharmacies are performing more strongly on the aspects that matter most to overall satisfaction,

ability to answer questions has seen erosion.


pharmacy staff

2016

(n=1,839)

2014

(n=1,254)

2013

(n=2,058)


conversation/counseling

with pharmacist

2016

(n=785)

2014

(n=603)

2013

(n=969)


concerns

2016

(n=1,839)

2014

(n=1,254)

2013

(n=2,058)



2016

(n=1,839)

2014

2013

62%

67%

71%

64%

67%

68%

57%

63%

68%

53%

0

0

25%

22%

20%

22%

20%

18%

28%

23%

20%

30%

6%

6%

5%

10%

10%

10%

10%

10%

7%

10%

3%

3%

4%

4%

Not Asked

Not Asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto



vs. last wave


Clinic Pharmacies:


191




There has also been a decline in satisfaction on ability to help take medication correctly, coordination with other

healthcare professionals, helpfulness with insurance and knowledge of health conditions and needs.

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied



2016

(n=1,839)

2014

(n=1,254)

2013


professionals (e.g., doctors, nurses,

etc.) seen by members of my

household

2016

(n=1,839)

2014

(n=1,254)

2013

(n=2,058)


2016

(n=1,839)

2014

(n=1,254)

2013

(n=1,674)



2016

(n=1,839)

2014

(n=1,254)

2013

(n=2,058)

51%

60%

45%

52%

59%

44%

45%

53%

42%

49%

52%

28%

20%

28%

19%

19%

22%

17%

14%

27%

20%

20%

17%

17%

20%

22%

17%

28%

35%

30%

24%

26%

23%

4%

3%

3%

4%

5%

3%

3%

3%

3%

Not Asked

Continues onto



vs. last wave


Clinic Pharmacies:


192





Finally, there has also been erosion in terms of satisfaction with the role the pharmacy staff is playing in the

household’s overall health.

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=1,839)

2014

(n=1,254)

2013

(n=2,058)


alternatives*

2016

(n=1,839)

2014

2013

Know who I am

2016

(n=1,839)

2014

(n=1,254)

2013

(n=2,058)

41%

46%

52%

41%

0

0

39%

39%

37%

27%

20%

21%

25%

23%

20%

17%

27%

30%

23%

28%

29%

33%

37%

3%

4%

5%

4%

5%

3%

3%

4%

4%

Not Asked

Not Asked

Up 5+ points


vs. last wave


Clinic Pharmacies:


193

Base: Varies





The time it takes to fill prescription medication ranks as one of the top three most important convenience factors.

This aspect is also quite strongly linked to overall satisfaction with convenience. Just over half say they are very

satisfied with this aspect, leaving room to improve.

Wait time for pick up is as it’s important in driving overall satisfaction with convenience and has a modest

satisfaction rating.



within the store






60%

57%

52%

51%

49%

61%

51%



17% NA

32% NA

45% NA

35% NA

10% 37%

31% NA





Continues onto

next page

56

56

55

54

53

52


Clinic Pharmacies:


194

Base: Varies






Ability to call ahead to have prescription

medication ready for me

Phone, email or mail reminders to refill my


Ability to order my refill prescriptions

online for pick up at the pharmacy


51%

72%

63%

67%

58%

52

51

51

47

44



14% NA

40% 67%

18% 40%

28% 45%

14% 35%





Ability to call ahead for prescriptions is also of utmost importance and is utilized by many. Clinic pharmacy

customers are quite satisfied with this service.


Satisfaction across the convenience metrics is fairly stable from 2014 to 2016. Since 2013 there has been some

erosion in the ability to call ahead to have prescriptions ready and since 2014 the wait times to speak to a pharmacist

is not evaluated as positively.

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


convenience

2016

(n=2,087)

2014

(n=1,547)

2013

(n=2,434)


prescriptions ready

2016

(n=1,387)

2014

(n=1,094)

2013

(n=1,714)



2016

(n=940)

2014

(n=631)

2013



2016

(n=837)

2014

(n=363)

2013

(n=828)

Clinic Pharmacies:




60%

61%

64%

72%

71%

79%

67%

68%

63%

61%

64%

26%

25%

24%

19%

17%

13%

22%

16%

21%

21%

15%

6%

7%

7%

6%

9%

5%

8%

13%

12%

14%

17%

5%

4%

3%

3%

3%

Continues onto

next page

Not Asked

Up 5+ points


vs. last wave


Clinic Pharmacies:


196



Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


medications

2016

(n=770)

2014

(n=445)

2013

(n=786)


2016

(n=744)

2014

(n=415)

2013


within the store

2016

(n=2,087)

2014

(n=1,547)

2013


2016

(n=2,087)

2014

(n=1,547)

2013

(n=2,434)

61%

61%

58%

58%

60%

57%

59%

52%

53%

56%

27%

23%

27%

28%

20%

23%

19%

26%

22%

21%

9%

13%

12%

12%

18%

15%

18%

13%

16%

15%

3%

3%

6%

7%

6%

3%

3%

Continues onto

next page

Not Asked

Not Asked

Up 5+ points


vs. last wave


Clinic Pharmacies:


197



Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=1,617)

2014

(n=1,065)

2013


medication

2016

(n=2,087)

2014

(n=1,547)

2013

(n=2,434)


2016

(n=2,087)

2014

(n=1,547)

2013

(n=2,434)


2016

(n=2,087)

2014

(n=1,547)

2013

(n=2,434)

51%

56%

51%

53%

54%

51%

53%

57%

49%

47%

47%

30%

25%

30%

28%

26%

29%

28%

25%

29%

28%

29%

13%

13%

10%

9%

10%

12%

12%

11%

11%

13%

12%

4%

5%

6%

7%

7%

6%

5%

5%

8%

8%

9%

3%

3%

3%

3%

4%

4%

Continues onto

next page

Not Asked

Up 5+ points


vs. last wave


Clinic Pharmacies:


198




A personal conversation with the pharmacist or staff is favored by a quarter of Clinic pharmacy customers, and email

by one-in-five.



Email

Website


Mailed letter





No preference

25%

18%

11%

10%

9%

5%

5%

4%

2%

12%


Clinic Pharmacies:


199




Email refill reminders are the most preferred, followed by text message and automatic refills.

23%

19%

16%

10%

9%

7%

5%

3%

8%

Email


phone




pharmacy staff

Mobile app on my phone/tablet

that assists me with refills


to your prescription bag

Mailed letter



Clinic Pharmacies:


200

Base: Varies




Q33. Please rank the following aspects of prescription pricing where Rank 1 is given to the aspect that is the most important.

The most important driver of satisfaction with prescription pricing is having low priced generic prescriptions. Clinic

pharmacy customers are largely pleased with this aspect, along with insurance acceptance, which is also quite

important.


pricing





cards

59%

72%

55%

71%

54%

76

64

60

58

32%

62%

5% 28%

57% 83%

6% 22%






(among all) Impact Score* (among users)



Clinic Pharmacies:


201


Satisfaction with prescription pricing has declined from 2014, along with acceptance of insurance cards.


pricing

2016

(n=2,087)

2014

(n=1,547)

2013

(n=2,434)


2016

(n=1,290)

2014

(n=1,093)

2013


2016

(n=1,721)

2014

(n=1,237)

2013

(n=1,968)

59%

66%

62%

72%

75%

71%

78%

78%

24%

19%

19%

20%

16%

17%

9%

9%

11%

11%

12%

6%

7%

8%

11%

12%

4%

5%

Not asked

Somewhat

satisfied

Very


dissatisfied Very



Up 5+ points


vs. last wave


Clinic Pharmacies:


202


Satisfaction with store discount cards and free trial vouchers has increased from 2014.


2016

(n=596)

2014

(n=162)

2013

(n=227)


cards

2016

(n=454)

2014

(n=111)

2013

55%

57%

50%

54%

56%

29%

18%

27%

28%

23%

11%

20%

18%

13%

15%

4%

4%

4%

3%

6%

Not asked

Somewhat

satisfied

Very


dissatisfied Very



vs. last wave


Clinic Pharmacies:


203

Base: Among Clinic pharmacy customers who have used other printed information (2016 n=1,254)




About half share printed information with their doctors and nearly a third share with family or friends and/or their

pharmacists.

Doctor


Pharmacist

Nurse

Disease educator


Someone else

No one

45%

29%

29%

17%

13%

6%

2%

26%


Clinic Pharmacies:


204

Base: Varies






The aspect that has the greatest impact on overall satisfaction is lung screenings. However, only 19% of Clinic

customers use this service and only 8% consider it important.


medical services

Lung screening

Healthy living/eating seminars/discussion

with a dietician**




Device / inhaler training**




Bone density exams


shots


47%

62%

62%

60%

63%

62%

63%

57%

64%

59%

66%

65%

70

66

64

63

62

61

60

59

58

54

46



8% 19%

18% 22%

15% 31%

NA 21%

16% 30%

11% 20%

26% 28%

28% 37%

9% 19%

31% 40%

37% 48%






Clinic Pharmacies:


205



Overall satisfaction with the additional medical services is fairly constant over time. However, since 2013 there is a

slight attrition being felt across many aspects. Additionally since 2014, satisfaction is lower for lung screenings,

cholesterol screenings and for programs that help keep customers on track with their medications/condition.


medical services

2016

(n=1,482)

2014

(n=982)

2013

(n=1,474)

Flu/pneumonia/shingles immunization

shots

2016

(n=850)

2014

(n=610)

2013

(n=972)


pharmacy

2016

(n=968)

2014

(n=665)

2013

(n=979)


2016

(n=774)

2014

(n=574)

2013

(n=1,046)

47%

47%

43%

66%

69%

74%

65%

68%

71%

64%

67%

66%

24%

22%

18%

22%

17%

11%

24%

19%

15%

21%

18%

13%

23%

27%

36%

9%

11%

14%

8%

11%

13%

12%

12%

19%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto




lower vs. last wave


Clinic Pharmacies:


206





2016

(n=429)

2014

2013

Diabetes education*

2016

(n=457)

2014

2013

Healthy living/eating seminars/discussion

with a dietician*

2016

(n=476)

2014

2013

Blood glucose/sugar screening

2016

(n=646)

2014

(n=482)

2013

(n=753)

63%

63%

62%

62%

66%

66%

25%

26%

23%

23%

18%

13%

10%

8%

11%

12%

13%

20%

Not asked

Not asked

Not asked

Not asked

Not asked

Not asked

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Continues onto




lower vs. last wave


Clinic Pharmacies:


207



Lung screenings

2016

(n=408)

2014

(n=249)

2013

(n=334)


2016

(n=654)

2014

(n=489)

2013

(n=844)


my medication/ condition

2016

(n=590)

2014

(n=444)

2013

Bone density exams

2016

(n=399)

2014

(n=250)

2013

(n=296)

62%

68%

62%

60%

66%

66%

57%

64%

59%

62%

66%

23%

11%

14%

22%

18%

15%

27%

18%

26%

13%

12%

10%

16%

21%

14%

12%

18%

14%

14%

13%

21%

20%

Not asked




lower vs. last wave Somewhat

satisfied

Very


dissatisfied Very


with add’l medical services


Clinic Pharmacies: Customer Demographics (2016)

208


S2, S1, D3/D4, D5, D8, Q18, D7

43%

41%

16%

5%

16%

18%

22%

20%

19%


7%

25%

20%

14%

17%

17%

18-24

25-34

35-44

45-54

55-64

65+

Mean: 46 years old

54% 46%

81%

16%

11%

11%

96%

4%


Refused Less than $25K

$25k to <$45K

$45K to <$75K

$75K to <$100K

$100K +

No X%

Rural

Suburban

Urban/City center 96%

4%

White

African

American

Hispanic

Other

Male Female

English

Other

No

Yes


Online/Mail Order Pharmacies:

An In-depth Look


Overview: Drivers of Overall Satisfaction With Online/Mail Order Pharmacies

(2016)

210

Q10 (Overall satisfaction with primary pharmacy) / Q24-1 (Overall satisfaction with pharmacist/pharmacy staff) / Q25-1 (Overall satisfaction with filling




Online/Mail Order pharmacies continue to perform strongest in the areas of convenience and filling prescriptions,

both of which are key drivers of overall satisfaction with the pharmacy. Satisfaction with pharmacist/staff is relatively

weaker. That said, there has been an increase in satisfaction with the less important drivers of overall satisfaction,

prescription pricing and additional medical services.


(n=4,793)

Convenience

(n=4,793)


(n=4,793)


(n=2,539)


(n=4,793)


(n=1,016)

56% 25% 8% 6% 6%

69%

66%

56%

54%

50%

21%

22%

26%

29%

20%

5%

5%

10%

10%

27%

3%

4%

4%

5%

3%

3%

4%

3%

Somewhat

satisfied

Very


dissatisfied Very


with pharmacy*

Up 5+ points


vs. last wave




211

Base: Online/Mail Order pharmacy customers (2016 n=4,793; 2014 n=6,170)



90 day refills is still the biggest reason customers choose to use Online/Mail Order pharmacies, though there has

been a sizeable decline since 2014. Other key reasons customers choose Online/Mail Order pharmacies are

insurance-related, i.e. pharmacy accepts their insurance, or insurance requires that they use the pharmacy.

58%

42%

41%

20%

20%

16%

13%

8%

68%

45%

45%

20%

19%

14%

9%

7%

90 day refills



pharmacy

Quickly fills my prescription

I have been using this pharmacy

for a long time



My pharmacy offers a free prescription for

a drug I am taking


2014 2016

5%

5%

5%

6%

3%

3%

2%

8%


My pharmacy offers a co-pay card for

the drug I am taking

Trust in the brand

Other

Up 5+ points


vs. last wave




212


Q14-11 / Q14-16. With respect to [primary pharmacy], which of the following services are provided, which ones have you personally used


Refill reminder usage remains high, while awareness and usage of website and mobile apps has increased

dramatically since 2014.



2016

2014



2016

2014

67%

65%

38%

27%

14%

14%

26%

21%

8%

8%

6%

5%

5%

5%

8%

10%

6%

8%

22%

36%

Provided but

have not used

Provided and

have used

Not provided but

interested in using



not interested

Up 5+ points


vs. last wave



2016

2014



2016

2014

Programs that provide assistance to help

me stay on track with my

medications/control my condition

2016

2014


pharmacist

2016

2014


Services Provided and Used – Pharmacist, Prescription and Others

213


Q14-2/Q14-5/Q14-27 / Q14-26. With respect to [primary pharmacy], which of the following services are provided, which ones have you personally used and which are you interested in?


Low priced generic prescriptions are provided at most Online/Mail Order pharmacies and are very well utilized.

Meanwhile, one-half of Online/Mail Order customers use the printed medical/health information provided.

Use of adherence programs and in-depth counseling are relatively low, with lack of awareness around adherence

programs.

80%

86%

52%

21%

19%

19%

17%

8%

4%

26%

25%

21%

37%

36%

4%

3%

5%

9%

8%

7%

8%

7%

10%

10%

15%

17%

7%

6%

11%

35%

43%

22%

22%

Provided but

have not used

Provided and

have used

Not provided but

interested in using





vs. last wave

Not asked




214

Base: Online/Mail Order pharmacy customers (2016 n=4,793)

Q25-1 / Q25-4 / Q25-3. With respect to filling your prescriptions, how would you rate your satisfaction with … at [primary pharmacy]?


Among Online/Mail Order pharmacy customers, accuracy of filling is the more important driver of overall satisfaction

than clarity of labels. Online/Mail Order pharmacies are doing well in both areas.





medications

66%

75%

73%

72

65







215

Base: Online/Mail Order pharmacy customers (2016 n=4,793; 2014 n=6,170; 2013 n=6,785)


Satisfaction with filling prescription medications has remained high and stable over time.


2016

2014

2013



2016

2014

2013



2016

2014

2013

66%

66%

69%

75%

78%

79%

73%

74%

77%

22%

21%

20%

16%

14%

13%

19%

17%

16%

5%

5%

5%

5%

4%

4%

5%

5%

5%

4%

4%

3%

3%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very


with pharmacy*

Up 5+ points


vs. last wave




216

Base: Among Online/Mail Order pharmacy customers who interacted with pharmacy staff (2016 n=781-2,539)


your satisfaction with …at [primary pharmacy]? **New questions added in 2016



Among Online/Mail Order customers, the most significant driver of overall satisfaction with the pharmacist and

pharmacy staff is staff’s ability to address customer questions. About half are very satisfied with this aspect.


pharmacy staff


Access to the pharmacist / pharmacy staff

when I have questions**





professionals seen by members of my

household







alternatives**

56%

51%

50%

58%

43%

37%

41%

37%

34%

33%

[VALUE]

67

64

64

61

61

59

58

55







217

Base: Among Online/Mail Order pharmacy customers who interacted with pharmacy staff



Satisfaction with pharmacist and pharmacy staff overall is moderate and stable over time.


and pharmacy staff

2016

(n=2,539)

2014

(n=3,006)

2013

(n=3,060)


with pharmacist

2016

(n=781)

2014

(n=744)

2013

(n=896)

Ability to address my question and

concerns

2016

(n=2,539)

2014

2013

Access to the pharmacist / pharmacy

staff when I have questions

2016

(n=2,539)

2014

(n=3,006)

2013

(n=3,309)

56%

57%

55%

58%

61%

61%

51%

54%

54%

50%

0

0

26%

25%

25%

26%

21%

20%

28%

25%

25%

29%

10%

11%

15%

12%

13%

14%

12%

12%

14%

14%

4%

4%

3%

3%

5%

6%

4%

5%

4%

3%

3%

3%

3%

4%

3%

Not asked

Not asked

Somewhat

satisfied

Very


dissatisfied Very



Continues onto



vs. last wave




218




Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=2,539)

2014

(n=3,006)

2013

(n=3111)



2016

(n=2,539)

2014

(n=3,006)

2013


professionals

2016

(n=2,539)

2014

(n=3,006)

2013

(n=3,309)

Knowledge of the health condition(s) and

needs of my household members

2016

(n=2,539)

2014

(n=3,006)

2013

(n=3,309)

43%

44%

47%

41%

45%

37%

40%

45%

37%

39%

44%

24%

21%

21%

25%

18%

26%

20%

21%

25%

21%

24%

24%

26%

25%

29%

32%

28%

31%

25%

31%

34%

27%

5%

4%

4%

3%

5%

5%

5%

4%

3%

3%

4%

4%

4%

3%

4%

4%

3%

Satisfaction with how well pharmacist/pharmacy staff coordinate with healthcare professionals and knowledge of

household members’ health conditions have stabilized this year.

Not Asked

Up 5+ points


vs. last wave




219




Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


2016

(n=2,539)

2014

(n=3,006)

2013

(n=3,309)


alternatives

2016

(n=2,539)

2014

2013

34%

36%

42%

33%

24%

19%

23%

22%

36%

40%

29%

37%

4%

3%

3%

4% 3%

Not Asked

Not Asked

Satisfaction with the pharmacist/pharmacy staff’s role in the household’s overall health has stabilized since the

declines observed in 2014.

Up 5+ points


vs. last wave



NA Time it takes to fill my prescription

67% Phone, email or mail reminders to refill


38% Website or mobile apps

NA Wait times to speak to a pharmacist



220

Base: Varies

Q26. With respect to convenience, how would you rate your satisfaction with each of the following at [primary pharmacy]?



Note: Online/Mail order customers not asked Q27 (stated importance)

The aspect with the greatest impact on overall satisfaction with convenience is the time it takes to fill prescription

medications. Online/Mail Order pharmacies are performing moderately well on this aspect.

69%

61%

68%

59%

50%

73

61

56

55







Overall satisfaction with convenience is unchanged over tine, with nine-out-of-ten Online/Mail Order pharmacy

customers being very or somewhat satisfied. Satisfaction with areas of convenience has remained stable as well.


convenience

2016

(n=4,793)

2014

(n=6,170)

2013

(n=6,785)



2016

(n=3,236)

2014

(n=4,042)

2013

(n=4,704)


2016

(n=4,793)

2014

(n=6,170)

2013

(n=6,785)


2016

(n=1,828)

2014

(n=1,662)

2013





69%

69%

67%

68%

69%

64%

61%

63%

58%

59%

60%

21%

20%

22%

21%

19%

21%

25%

23%

26%

24%

20%

5%

5%

6%

7%

8%

10%

6%

6%

8%

13%

16%

3%

3%

4%

3%

5%

5%

5%

3%

3%

3%

3%

Continues onto

next page

Not Asked

Somewhat

satisfied

Very


dissatisfied Very



Up 5+ points


vs. last wave




222



Wait times to speak to a pharmacist*

2016

(n=1,786)

2014

(n=1,973)

2013

50%

50%

31%

28%

13%

14%

4%

4% 3%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

Not Asked

Up 5+ points


vs. last wave


Online/Mail Order Pharmacies: Preferred Channel for Receiving Medication Information (2016)

223




Two-in-five prefer getting medication information via email, while one-in-five still prefer a mailed letter.

Email

Mailed letter



Website






No preference

38%

17%

11%

10%

4%

3%

2%

2%

1%

11%




224

Base: Online/Mail Order customers (2016 n=4,793)



Email refill reminder is the most popular among Online/Mail Order pharmacy customers. This channel is preferred by

about half of customers. One-in-five prefer automatic refills.

47%

19%

9%

7%

5%

3%

3%

2%

5%

Email



phone


Personal phone call from pharmacy staff



Mailed letter

Sticker or paper reminder attached to

your prescription bag*





225

Base: Among users

Q32. With respect to prescription drug pricing, how would you rate your satisfaction with each of the following at [primary pharmacy]?

*Based on correlation between satisfaction with prescription pricing overall and each sub-attribute within the category. Impact score of 70 and above reveals a

higher impact relationship, i.e. attribute is a key driver of prescription pricing overall satisfaction.

Q33 Please rank the following aspects of prescription pricing where Rank 1 is given to the aspect that is the most important to you in a pharmacy.

The most important aspects of prescription pricing among Online/Mail Order pharmacy customers is low priced

generic prescriptions.


pricing




cards

54%

70%

74%

54%

72

51

50





41% 80%

53% 86%

6% 10%

% Most important

(among all)


(among all)




226

Base: Among users Q32-1 to Q32-5. With respect to prescription drug pricing, how would you rate your satisfaction with each of the following at [primary pharmacy]?

Overall satisfaction with prescription pricing has improved over the past few years. Satisfaction is the highest for the

acceptance of insurance card and lowest for free trial vouchers, coupons or co-pay card.


pricing

2016

(n=4,793)

2014

(n=6,170)

2013

(n=6,785)


2016

(n=4,114)

2014

(n=5,303)

2013

(n=6,443)


2016

(n=3,823)

2014

(n=5,287)

2013


cards

2016

(n=460)

2014

(n=261)

2013

54%

49%

40%

74%

78%

78%

70%

67%

54%

45%

29%

30%

33%

17%

14%

13%

21%

22%

29%

27%

10%

12%

13%

7%

7%

7%

6%

7%

13%

19%

5%

6%

9%

3%

5%

3%

3%

5%

3%

Not asked

Not asked

Somewhat

satisfied

Very


dissatisfied Very



Up 5+ points


vs. last wave




227

Base: Among Online/Mail Order pharmacy customers who have used other printed information (2016 n=2,465; 2014 n=1,641)

Q21. You mentioned that you have used printed information (e.g., brochures/pamphlets related to my medical condition(s) and/or health) offered by your

pharmacy in the past 12 months. Who, if anyone, did you share this information with to help with treatment of your condition?


Those who have used printed information mainly keep it for themselves, though about a quarter share with their

doctor and/or family and friends.

Doctor


Pharmacist

Nurse

Disease educator


Someone else

No one

28%

24%

17%

9%

4%

3%

1%

49%




228


Q30-1/Q30-9. With respect to additional medical services offered, how would you rate your satisfaction with … at [primary pharmacy]?

Additional medical services is an area where Online/Mail Order pharmacies earn the lowest customer satisfaction,

though there has been an increase since 2014. The same is true for adherence programs.


medical services

2016

(n=1,016)

2014

(n=1,150)

2013


with my medication / condition

2016

(n=1,016)

2014

(n=1,150)

2013

50%

42%

54%

48%

0

20%

20%

25%

22%

27%

35%

19%

26%

Not asked

Not asked

Somewhat

satisfied

Very


dissatisfied Very




lower vs. last wave


Online/Mail Order Pharmacies: Customer Demographics (2016)

229


S2, S1, D3/D4, D5, D8, Q18, D7


9%

11%

11%

24%

43%

18-24 25-34

35-44

45-54

55-64

65+

Mean: 58 years old

62%

38%

93%

6%

4%

2%

2%

99%

1%


5% 10%

18%

25%

18%

23%

Refused Less than $25K

$25K to <$45K

$45K to <$75K

$75K to <$100K

$100K +

No X%

26%

52%

23% Rural

Suburban

Urban/City center

White

Hispanic

African

American

Asian

Other

Male Female

English

Spanish

99%

1%

No

Yes Yes


Health Insurance


Health Insurance

231

Base: All customers

Q18/Q18_1. Which of the following types of health insurance, if any, do you have? Select all that apply.

Nearly one-half of customers have health insurance through an employer; another third have Medicare, though this

has declined somewhat since 2014 (with an increase in Medicaid).

2016: by Pharmacy Type

Total

2016

Total

2014

Chain

(C)

Mass

Merchant

(M)

Online/

Mail Order

(O)

Food

(F)

Independent

(I)

Clinic

(G)

(n=32,669) (n=33,364) (n=14,002) (n=5,130) (n=4,793) (n=3,815) (n=2,842) (n=2,087)

Insurance through an employer 48% 47% 51% 44% 50% 48% 43% 41%

Medicare 31% 36% 25% 28% 48% 29% 35% 33%

Individual private insurance 13% 13% 13% 13% 15% 10% 16% 14%

Medicaid 16% 12% 17% 15% 7% 15% 26% 14%

DoD/VA/TRICARE 6% 6% 2% 2% 12% 2% 5% 29%

Insurance through a health

insurance exchange 8% 5% 7% 9% 8% 6% 15% 13%

No insurance 4% 5% 3% 8% 1% 5% 4% 4%

Statistically significantly higher than four or more sub-groups. Statistically significantly



lower vs. last wave


Primary Health Insurer (2016)

232

Base: Among those with health insurance (excluding those with Medicaid coverage)

Q18A. Who is your primary health insurer?/Who is your health insurer for your current Medicare plan(s)? Please select one.

Note: Question modified in 2016, therefore results are not directly comparable to prior years.

Blue Cross Blue Shield is the primary health insurer for over a quarter of the insured.


Total

2016

Chain

(C)

Online/

Mail Order

(O)

Mass Merchant

(M)

Food

(F)

Independent

(I)

Clinic

(G)

(n=28,445) (n=12,085) (n=4,663) (n=4,254) (n=3,256) (n=2,322) (n=1,865)

Blue Cross Blue Shield 26% 30% 18% 29% 30% 23% 10%

Medicare from the federal government 12% 10% 18% 11% 12% 13% 14%

UnitedHealthcare/AARP 12% 13% 11% 12% 13% 9% 5%

Aetna 9% 9% 7% 8% 7% 11% 8%

Humana 5% 5% 8% 6% 4% 4% 4%

Cigna 5% 6% 4% 5% 6% 4% 2%

Anthem 4% 4% 4% 4% 5% 4% 2%

Kaiser Foundation 3% 1% 7% 1% 0% 0% 18%

Other 13% 13% 12% 14% 15% 13% 18%

Statistically significantly higher than four or more sub-groups. *The table above only show responses with 2% or more


Prescription Drug Coverage Provider

233

Q19. Does your insurance include prescription drug coverage for you and/or your household?

Q20. Can you please look at your insurance card and check off below the company that is handling your prescription drug coverage? Please

select one.

The vast majority of customers who are insured also have prescription drug coverage. About a third are unsure of

their PBM.


Total

2016

Total

2014

Chain

(C)

Mass

Merchant

(M)

Online/

Mail Order

(O)

Food

(F)

Independent

(I)

Clinic

(G) (n=31,389) (n=31,982) (n=13,570) (n=4,739) (n=4,739) (n=3,629) (n=2,721) (n=1,991)

Insurance includes prescription

drug coverage 89% 88% 91% 88% 87% 91% 90% 87%

Prescription Drug Coverage Provider (among those who have prescription drug coverage)

Caremark 8% 9% 10% 6% 10% 8% 6% 3%

ExpressScripts/Medco/Accredo 8% 11% 6% 7% 21% 8% 6% 3%

AARP/MedicareRx

(UnitedHealthCare) 6% 5% 5% 5% 6% 4% 10% 10%

Aetna Rx 5% 4% 6% 5% 4% 5% 6% 4%

OptumRx/UnitedHealthCare 4% 5% 4% 4% 5% 5% 3% 1%

Anthem Rx 3% 3% 4% 3% 2% 3% 3% 2%

CIGNA/Tel-Drug 3% 3% 3% 3% 2% 3% 3% 2%

SilverScript 2% 3% 3% 2% 1% 2% 3% 1%

Other 13% 16% 11% 14% 14% 15% 13% 18%

Not sure who handles my

coverage 32% 31% 37% 38% 12% 39% 32% 28%

Prefer not to answer 2% 0% 2% 2% 0% 2% 2% 1%

Statistically significantly higher than four or more sub-groups *The table above only show responses with 2% or more


Non-Adherence


Incidence of Non-Adherence

235

Base: All customers

Q46i. In the past 12 months, which of the following, if any, have you done?


Four-in-five pharmacy customers claim to be adherent.

79%

14%

12% Decided not to fill prescriptions

Stopped taking prescription medication(s)

without talking to my doctor

Neither of the above


Reasons For Non-Adherence

236

Note: Mentions of <3% not shown.

Base: Among those that did not adhere to their prescribed medications (2016 n=6,956; 2014 n=11,375; 2013 n=10,623)

Q49. Why did you [decide not to fill the prescriptions/stop taking medications] your doctor prescribed for you? Select all that apply.

Primary drivers of non-adherence are cost and concerns of side effects, though there are a variety of reasons people

choose to stop taking their meds.

29%

26%

15%

15%

15%

14%

14%

13%

12%

27%

21%

13%

10%

9%

15%

9%

14%

10%

28%

31%

21%

NA

NA

NA

The cost

Concerned about the side effects

Had a reaction to the medication

Don’t think the medication works

Don’t want to be on the medication

for the rest of my life

The condition/ailment isn’t that bad

Didn't feel like myself when taking

the medication

Finished taking it

Decided to take over the counter

medication/a herbal remedy

instead

NA

2014 2013 Up 5+ points


vs. last wave 2016

NA

NA

11%

10%

7%

6%

5%

5%

4%

4%

6%

5%

2%

2%

3%

2%

2%

2%

NA

NA

NA

NA

NA

NA

NA

NA

I forgot to fill it

Feel the medicine would

interfere with things I like to do

Medicine is hard to swallow

Don't trust big

pharma/healthcare

Don't understand why I need to

take it or what it is for

I'm embarrassed to take the

medication

Don't like the taste

Don't like to inject myself


Factors That Would Promote Adherence

237

Base: All customers

Q50. Which of the following, if any, do you feel would help you to take your medication as prescribed?


Unfortunately, two-in-five suggest that there is nothing that could help them in taking their medication as prescribed.

The rest are fractured across factors, though there are many that say they would be impacted by learning the

consequences and impact of not taking their medication.

Explanation of the consequences of not taking

my medication

Explanation of how not taking medication will

affect my quality of life

Materials that explain how my medication can

help me

Explanation of how not taking my medication

may impact how long I live

Receiving text or email reminders when I

should take my medication

Receiving my medication in separate

containers for each day

Ability to communicate with my pharmacist via

instant messenger or chat

A discussion with my pharmacist about my

medication at every refill

A discussion with my pharmacist about my

medical condition at every refill

None of the above

21%

19%

18%

17%

16%

14%

14%

11%

11%

38%


Medical Conditions


Diagnosed Conditions: Respiratory Issues (2016)

239

Base: All customers

Q40a1. We would like to understand which of the following conditions you or anybody in your household have been diagnosed with.


About a third of pharmacy customer households include a member suffering from asthma and one-in-ten suffer from

COPD, chronic bronchitis and/or emphysema.

Asthma

COPD

Chronic bronchitis/Chest

infection/Smoker’s cough

Emphysema

18%

7%

6%

4%

12%

6%

5%

4%

30%

13%

11%

8%

Other HH members Self


Diagnosed Conditions: Heart Conditions (2016)

240

Base: All customers



Over half of pharmacy customer households include a high blood pressure sufferer and just shy of half of these

households have a high cholesterol sufferer. Only about 10% of pharmacy customer households have members who

suffer from heart attack/CHF and/or heart/circulatory problems.

High Blood Pressure/Hypertension

High Cholesterol/Hyperlipidemia

Heart Attack/Heart

Failure/Congestive Heart Failure

(CHF)

Heart or circulation problems

35%

29%

5%

5%

22%

18%

6%

4%

57%

47%

11%

9%

Continues onto

next page Other HH members Self


Diagnosed Conditions: Heart Conditions (2016 cont.)

241

Base: All customers



Other coronary conditions have relatively low prevalence.

Coronary Artery Disease/Valve

Disorders

Stroke/TIA

Atrial Fibrillation

Deep Vein Thrombosis

4%

4%

4%

3%

4%

4%

4%

2%

8%

8%

8%

5%



Diagnosed Conditions: Diabetes (2016)

242

Base: All customers



One-quarter of pharmacy customer households have someone who suffers from Type II diabetes.

Type II Diabetes

Type I Diabetes

Gestational Diabetes

15%

3%

2%

10%

4%

2%

25%

7%

4%



Diagnosed Conditions: Other Conditions (2016)

243

Base: All customers



Depression afflicts a third of pharmacy customer households. A similar proportion suffer from acid indigestion.

A quarter of pharmacy customer households have someone in the home who has chronic pain and/or heartburn,

while another 21% suffers from migraine headaches.

Depression

Acid Indigestion

Chronic Pain

Heartburn

Migraine Headache

Constipation

Cancer

IBS

Rheumatoid arthritis

Urinary incontinence

25%

19%

17%

15%

15%

8%

6%

6%

5%

5%

10%

11%

7%

9%

6%

5%

5%

3%

3%

3%

35%

30%

24%

24%

21%

13%

11%

9%

8%

8%

Continues onto

next page Other HH members Self


Diagnosed Conditions: Other Conditions (2016 cont.)

244

Base: All customers



Erectile dysfunction/Impotence

Overactive Bladder

Kidney Disease Dysfunction

Hepatitis C

Infertility

Multiple Sclerosis

HIV

Parkinson’s Disease

4%

5%

3%

2%

2%

2%

1%

1%

4%

2%

3%

2%

2%

2%

2%

2%

8%

7%

6%

4%

4%

4%

3%

3%



Prescription Filling at Primary Pharmacy (2016)

245

Base: Varies by disease state

Q40b. Have you filled or refilled prescriptions (either for yourself or others in the household) at [primary pharmacy] for the following conditions in the past year?


When it comes to the most common conditions, anywhere from one-half to three-quarters of pharmacy customers are

using their primary pharmacy for filling their prescriptions. Most customers are more likely to be filling just some of

their prescriptions at their primary pharmacy, rather than the majority of their prescriptions.

Type II Diabetes

Asthma

Type I Diabetes

COPD (Chronic Obstructive

Pulmonary Disease)

Atrial Fibrillation (Afib)

Chronic Bronchitis/Chest

Infection/Smoker's Cough

Emphysema/Shortness of breath

Stroke/TIA

38%

29%

23%

26%

23%

21%

20%

18%

38%

42%

39%

34%

36%

34%

32%

29%

76%

71%

62%

60%

59%

55%

52%

47%

Filled some of these

prescriptions

Filled majority of

these prescriptions


Satisfaction with Pharmacy’s Involvement in Disease Treatment (2016)

246

Base: Among disease state sufferers who have filled prescriptions at their primary pharmacy for the given condition.

Q40c. How satisfied are you with [primary pharmacy] in terms of their involvement with the treatment for [condition]?


The majority are satisfied with their primary pharmacy in terms of their involvement with treatment for their condition.

Type II Diabetes

Asthma


Pulmonary Disease)

Type I Diabetes


Chronic Bronchitis/Chest

Infection/Smoker's Cough


Stroke/TIA

60%

59%

57%

53%

59%

54%

56%

57%

20%

22%

22%

28%

22%

27%

26%

21%

15%

13%

15%

12%

14%

12%

13%

16%

3%

3%

4%

4%

3%

3%

3%

3%

3%

3%

3%

3%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied


Satisfaction with Pharmacy’s Ability to Answer Questions About Condition

(2016)

247

Base: Among disease state sufferers who have filled prescriptions at their primary pharmacy for the given condition.

Q40d. How satisfied are you with how the pharmacist/pharmacy staff at [primary pharmacy] answer your questions about [condition]?


Type II Diabetes

Asthma


Pulmonary Disease)

Type I Diabetes


Chronic bronchitis/Chest

infection/Smoker's cough


Stroke/TIA

57%

57%

56%

52%

52%

54%

54%

53%

18%

20%

19%

27%

20%

23%

22%

22%

22%

18%

21%

16%

24%

17%

19%

19%

3%

3%

3%

3%

4%

Somewhat

satisfied

Very


dissatisfied Very

dissatisfied

The majority of pharmacy customers are also satisfied with their primary pharmacy in terms of the

pharmacist/pharmacy staff answering questions about their condition.


Services Provided to Help Cope with Diabetes (2016)

248

Base: Those diagnosed with diabetes

Q40e. Thinking about the past year, please tell us which of the following the pharmacist or pharmacy staff at [primary pharmacy] has provided to help you/your household cope with [diabetes] and how interested you/your household are in these services.


Usage and interest in diabetes-specific support by the pharmacy is moderate, with customers reporting most

commonly that the support is not provided.

Helps deal with diabetes-related medication costs and

insurance issues

Suggests safe over the counter or self-care products to take

(i.e. choosing cough syrup, nutritional supplements)

Reviews how diabetes medications work and how to

monitor for side effects

Lets me/my family member know about new products

(meters, strips, lancets, etc.) that help manage diabetes

Provides guidance on how to manage hypoglycaemia (low

blood sugar)

Advises on how to modify diet and lifestyle to help manage

diabetes

Directs me to additional diabetes-related resources

Provides guidance for how to minimally impact diabetes

when sick

29%

29%

27%

22%

21%

20%

20%

20%

19%

19%

20%

19%

20%

20%

20%

19%

17%

16%

16%

19%

17%

17%

17%

18%

35%

36%

36%

39%

42%

43%

42%

43%

Provided but

not interested

Provided and

interested

Not provided but

interested Not provided and


next page


Services Provided to Help Cope with Diabetes (2016 cont.)

249

Base: Those diagnosed with diabetes

Q40e. Thinking about the past year, please tell us which of the following the pharmacist or pharmacy staff at [primary pharmacy] has provided to help you/your household cope with [diabetes] and how interested you/your household are in these services.


Reviews diabetes meter technique with me/my household

member

Helps me to understand when [I/my family member] needs

additional treatment based on blood sugar targets

Asks if [I am/ my family member is] having any issues with

eyes, feet, and/or hands

Helps [me/my family member] to manage diabetes when

traveling

Reviews blood sugar targets with me/my family member

Reviews A1C targets with me/my family member

Reviews blood glucose log book entries with me/my family

member

20%

19%

19%

18%

18%

17%

16%

19%

19%

17%

19%

18%

18%

18%

16%

17%

18%

17%

17%

18%

16%

45%

45%

45%

45%

47%

47%

50%

Provided but

not interested

Provided and

interested

Not provided but


not interested


Services Provided to Help Cope with Respiratory Conditions (2016)

250

Base: Those diagnosed with either COPD, chronic bronchitis, emphysema or asthma.

Q40e. Thinking about the past year, please tell us which of the following the pharmacist or pharmacy staff at [primary pharmacy] has provided to help you/your household cope with [COPD/chronic bronchitis/emphysema/asthma] and how interested you/your household are in these services.


Reviews how to take medication (e.g.

when to take and for how long)

Reviews how medications work and how

to monitor for side effects

Suggests safe over the counter or self-

care products to take (i.e. choosing

cough syrup, pain killer)

Helps deal with the cost of medications

and insurance issues

Demonstrates how to properly use the

nebulizer, inhaler, device, spacer

technique

Helps me/family member understand

symptoms that we should go to the

doctor or the emergency room for

44%

42%

38%

38%

36%

33%

24%

23%

22%

21%

24%

22%

10%

13%

15%

17%

13%

16%

21%

21%

25%

24%

27%

29%

Provided but

not interested

Provided and

interested

Not provided but



next page

Interest in respiratory condition support by the pharmacy is higher than it is for diabetes. Specifically how to take

medications and how to take medications and the side affects are the top two services that customers are interested

in. There is a significant proportion of customers that would like the services, but say they are not provided.


Services Provided to Help Cope with Respiratory Conditions (2016 cont.)

251

Base: Those diagnosed with either COPD, chronic bronchitis, emphysema or asthma.

Q40e. Thinking about the past year, please tell us which of the following the pharmacist or pharmacy staff at [primary pharmacy] has provided to help you/your household cope with [COPD/chronic bronchitis/emphysema/asthma] and how interested you/your household are in these services.


Helps me/my family member understand

how seasons or weather affect asthma

Reviews [my/my family member’s]

allergies and how to manage allergens

and triggers

Provides guidance for how to minimally

impact lung health when [I am/my family

member is] sick

Advises on how to modify diet and

lifestyle to help manage respiratory

health

Directs me to additional lung-related

resources

29%

28%

26%

23%

22%

23%

22%

22%

23%

23%

17%

17%

19%

19%

18%

31%

33%

33%

35%

37%

Provided but

not interested

Provided and

interested

Not provided but


not interested


Services Provided to Help Cope with Heart Conditions (2016)

252

Base: Those diagnosed with either stroke/TIA or atrial fibrillation.

Q40e. Thinking about the past year, please tell us which of the following the pharmacist or pharmacy staff at [primary pharmacy] has provided to help you/your household cope with [stroke/TIA or atrial fibrillation] and how interested you/your household are in these services.


When it comes to pharmacy support for heart conditions, those who suffer from these conditions (or have a

household member who suffers from these conditions) express the most interest in reviews on how medications

work and how to monitor for side affects. This is also the service most often provided by pharmacies. Choosing safe

over the counter products, dealing with condition-related medications costs/insurance issues and interacting with

doctors to ensure proper dosing of blood thinners follow as the services garnering the most interest.

Reviews how medications work and how

to monitor for side effects

Suggests safe over the counter or self-

care products to take (i.e. choosing

cough syrup, pain killers)

Helps deal with condition-related

medication cost and insurance issues

Interacts with the doctor to ensure the

proper dosage of blood thinner is

prescribed

39%

33%

32%

32%

18%

17%

17%

16%

13%

14%

16%

14%

30%

36%

35%

38%

Provided but

not interested

Provided and

interested

Not provided but



next page


Services Provided to Help Cope with Heart Conditions (2016 cont.)

253

Base: Those diagnosed with either stroke/TIA or atrial fibrillation.

Q40e. Thinking about the past year, please tell us which of the following the pharmacist or pharmacy staff at [primary pharmacy] has provided to help you/your household cope with [stroke/TIA or atrial fibrillation] and how interested you/your household are in these services.


Helps me understand how diet, lifestyle,

and health affect the blood thinner and

blood thinner blood test

Teaches me/my family member about

symptoms that would signal that the

condition is getting worse

Advises on how to modify diet and

lifestyle to help manage heart health

Directs me to additional heart health-

related resources

25%

25%

22%

21%

19%

17%

20%

19%

16%

19%

17%

16%

40%

39%

42%

43%

Provided but

not interested

Provided and

interested

Not provided but


not interested


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Boehringer Ingelheim Pharmaceuticals, Inc. supports the pharmacist’s role in patient care with pharmacy-oriented resources for disease management, adherence, and more.

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