PSG’s PBM Customer Satisfaction Report provides the most in-depth picture of the PBM landscape today. This research equips plan sponsors with data-driven insights to proactively improve their experience. This year’s report gathered input from benefits leaders representing employers, health plans, health systems, and labor unions to examine satisfaction with PBMs, both overall and with various functions and services. Additionally, the research explored plan sponsors’ priorities and appetite for change.
Key Takeaways
Here’s a sneak peak into a few of the key findings:
- Overall satisfaction with PBMs is 7.6 out of 10, indicating moderately high satisfaction but marking the second year in a row of the lowest overall satisfaction score in a decade.
- Since peaking in 2021, likelihood to recommend and Net Promoter Score (NPS) have continuously declined for PBMs. NPS for PBMs overall is now barely in the positive range, declining from 38 in 2021 to 6 in 2024.
- Healthcare payers are moderately satisfied with their PBMs’ overall transparency but have mixed perceptions of PBM transparency with respect to rebates and sources of revenue and are concerned about the rise of rebate GPOs.
- Employers remain substantially more satisfied with their PBMs compared to health plans on nearly all high-level and specific measures of satisfaction.
- Healthcare payers who use one of the Big 3 PBMs report lower satisfaction across multiple measures, including overall satisfaction and likelihood to recommend their PBM.
- Healthcare payers’ appetite for change in the pharmacy benefit management industry is strong, and many report willingness to be part of disruptive change.
