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SURVEY: Self-service could be answer for low pharmacy-satisfaction rates
September 2, 2008
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ClaudeProgressive Grocer: A new study by pharmacy research firm Wilson Health Information LLC finds that increasing wait times are fueling consumers' demand for self-service options at the pharmacy counter. More than 70 percent of pharmacy shoppers surveyed said they wait in line five or more minutes to pick up their prescriptions, a 10 percent increase from last year. Customers cite convenience, price and service as most important to customer satisfaction. Key contributors to satisfaction are short lines, convenient hours and after-hours prescription pickup. However, while customers see these conveniences as key reasons to use one pharmacy over another, their satisfaction in all three areas has declined.
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