Drug Stores

The ACSI has over a decade of experience analyzing customer satisfaction with health and personal care (drug) stores serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about their recent experiences shopping at drug stores. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Health and Personal Care Store Benchmarks »

ACSI Retail and Consumer Shipping Report 2020-2021 »

Drug Store Customer Experience Benchmarks

For the drug store industry, the ACSI captures customer opinions about critical elements of the shopping experience, including:

    • Store layout and cleanliness
    • Checkout speed
    • Staff courtesy and helpfulness
    • Store locations and hours
    • Sale and promotion frequency
    • Merchandise variety and selection
    • Ability to provide brand names
    • Merchandise availability
    • Pharmacy services
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

The ACSI Client Advantage

Drug store industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential health and personal care store industry data spanning more than a decade, with over 30 data points per year for the largest chains in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Drug store clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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