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.
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.