Access more data on PBM customer satisfaction.
In 2024, PSG surveyed hundreds of drug benefit decision-makers on their satisfaction with their pharmacy benefit managers (PBMs). In addition to the 2024 PBM Customer Satisfaction Report, a free report that assesses satisfaction with PBMs collectively, PSG offers a purchasable supplement with detailed results beyond the scope of the PBM Customer Satisfaction Report. This supplement displays the results of specific PBMs with enough data to be reported individually (CVS Health, Express Scripts, Navitus, OptumRx, and Prime Therapeutics). For a broader group of PBMs, it also reports the results of several items not covered in the main report, such as awareness, familiarity, overall impression, and inclusion in recent RFPs.
Request supplement report pricing and see the breakdown of data on key findings, such as:
- Overall impressions of PBMs among those who do not currently use the PBM range from 5.3 to 6.4 on a 10-point scale and differ between employers and health plans.
- The NPS of the PBMs included in the individual results ranges from -15 to 33.
- Satisfaction with individual PBMs varies widely in key areas such as innovation, willingness to integrate with other pharmacy solutions, and staffing adequate to meet customer needs.
- Across PBMs profiled in the supplement, perceived transparency with respect to rebates and sources of revenue varies by more than a full point on a 5-point scale.
- Some PBMs lag behind others in their customers’ perceptions of being supported in key areas including reducing waste and inefficiency, having a lowest net cost formulary strategy, and having a biosimilars strategy.
While the data for individual PBMs shows some overall themes in customer satisfaction, each PBM has areas of relative strength and weakness. Leverage this report supplement to take a closer look at detailed information for individual PBMs and dive deeper into results not shown in the 2024 PBM Customer Satisfaction Report. Submit a pricing inquiry to learn more!
