Research

PBM Customer Satisfaction Survey and Report

The annual PBM Customer Satisfaction Report provides an insider’s view of PBM performance. The 2007 survey asked U.S. employers to rate their PBMs on three overall service and performance measures, and 15 aspects of service. The report provides benefit managers with valuable market intelligence, including:

• Comparative information for researching, selecting and managing PBMs.
• Trend data on year-to-year service performance of PBMs.
• Strengths and weaknesses of individual PBMs.
• Insights on transparency.
• Areas that indicate a need for performance guarantees.

The report includes profiles on 18 PBMs.

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