2000 Customer Satisfaction Survey Report

The 2000 PBM Customer Satisfaction Survey Report has been completed and is on its way to the printer. PBMI would like to thank every one who participated in this survey. This year's report includes full profiles for Aetna Pharmacy Management, Caremark Prescription Services, Eckerd Health Services, Express Scripts, Merck-Medco Managed Care, National Prescription Administrators, PCS Health Systems, and ProVantage Health Services. Also included are abbreviated profiles for National Medical Health Card Systems, Systemed, and Walgreen's Health Initiatives. The decision to profile a PBM is based upon the number of survey responses received from that PBM's customers. Other PBMs were not profiled because insufficient responses were received.

This year, we asked respondents whether they contracted directly with a PBM or received PBM services through some other relationship (e.g., from a TPA). Interestingly, PBM clients are more satisfied when they contract directly with the PBM. On a scale from 1 to 10 with 10 representing highest satisfaction, employers that contract directly with a PBM gave their PBM an average Overall Satisfaction rating of 7.7. Employers that receive PBM services through some other relationship gave their PBMs an average rating of 7.2. The complaints most often voiced regarding indirect PBM relationships were related to service and data access issues.

Although industry-wide ratings for Overall Satisfaction did not change, there was a relatively significant decrease in satisfaction for mail service pharmacy services. Again on a scale from 1 to 10, the average satisfaction rating for this function decreased from 7.50 to 7.15. For the most part, this was the result of problems experienced by 2 of the larger PBMs related to issues regarding handling increased volume.

If you participated in this survey, you will receive a copy of this report in early November. PBMI sells copies of this report to individuals and companies who do not participate in this survey. Visit PBMI's web site to order a copy.