PSG’s PBM Customer Satisfaction Report provides the most in-depth picture of the PBM landscape today, leveraging perspectives taken directly from employer and health plan leaders. This research equips payers with data-driven insights to proactively improve their pharmacy benefit strategy. This year’s report examines satisfaction with PBMs, both overall and with various functions and services, and also explores payer priorities and appetite for change.
Key Takeaways
Here’s a sneak peak into a few of the key findings:
- High-level satisfaction with PBMs declined from 2024 to 2025 — overall NPS declined to -12.
- Satisfaction varies between employers and health plans and between customers of Big 3 PBMs and customers of non-Big 3 PBMs.
- Benefits leaders are concerned about PBMs manufacturing Humira biosimilars as part of their biosimilars strategy.
- Most plans express some willingness to work with multiple vendors for PBM services.
- Desire for change in the pharmacy benefit management industry is strong — and growing even stronger.
