Satisfaction

is Shifting

The most comprehensive research on PBM customer satisfaction

2022 PBM Customer Satisfaction Report

Gather the latest insights on PBM customer satisfaction through the lens of healthcare payers including health plans and employers based on independent research by PSG.

KEY FINDINGS

  • PBM satisfaction declined from 8.2 in 2021 to 7.8 in 2022. Likelihood to recommend the current PBM and net promoter scores also declined.
  • On nearly every measure, health plans reported significantly lower satisfaction ratings than employers.
  • Overall program satisfaction is highest for pharmacy trend guarantees and opioid management programs and lowest for medical benefit management programs.
  • PBMs have the most opportunity for improvement in the following areas: willingness to integrate with other pharmacy solutions, products differentiated in the marketplace, customizable solutions, contract and service flexibility, management of trend, and clinical outcomes reporting.

Webinar: Dive Deeper in the Report Findings

Hear directly from PSG’s industry experts on the report findings from the report and how plans can navigate the complexities of pharmacy benefits management.

Beth Hebert-Silvia, RPh

Morgan Lee, PhD, MPH, CPH

Senior Vice President

Health Plan Consulting Practice

Senior Director

Research and Strategy