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2023 Pharmacy Benefit Manager Customer Satisfaction Report

Overview

The PBM Customer Satisfaction Report provides the most in-depth picture of the PBM landscape today. This research prepares plan sponsors and health plans for success with data-driven insights to approach member experience proactively.

This year’s report gathered input from 229 benefits leaders representing employers, health plans, health systems, and unions. The data for the report was collected in 2022, providing valuable insights into the current landscape.

Key Findings

  • Satisfaction with pharmacy benefit managers (PBMs) has plunged to its lowest level in nearly a decade.
  • Respondents’ satisfaction with PBMs decreased from a high of 8.2 in 2021 to 7.6, the lowest level since 2014. Factors contributing to this decline include rising drug trend, negative public perception, and targeted political rhetoric.
  • Respondents’ willingness to recommend PBMs to colleagues has significantly declined, reflected in the substantial decrease of the overall Net Promoter Score (NPS) from 38 2021 to 8 in 2023. Benefits leaders are now more cautious, preferring to explore competitive RFPs rather than renewing existing PBM contracts.

Detailed comparison of the Big 3 PBMs individually to each other and to the group of Other PBMS are available in a supplement to the 2023 report. Contact [email protected] to request a copy.

Preview Report

  • 2023 PBM CSR
  • 2023 PBM CSR Preview
  • 2023 PBM CSR Preview 1
  • 2023 PBM CSR Preview 2
  • 2023 PBM CSR Preview 4

About the Researchers

Morgan Lee

Morgan Lee, PhD, MPH, CPH

Morgan Lee is a dynamic behavioral science leader with more than 12 years of quantitative and qualitative research and evaluation experience. Her strengths include creative…
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Beth Hebert-Silvia

Beth Hebert-Silvia, RPh

“We drive the market.” That’s how Beth explains the success of her team; one that saved clients over $4.5 billion in a single year, including…
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Michael Lonergan

Michael Lonergan, RPh

How many people started their career in pharmacy at the age of 14? Michael (Mike) Lonergan began working in his small-town drug store as a…
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Rebekah Gregg

Rebekah Gregg, MBA

When Rebekah Gregg began working at a hospice provider after college, she found more than a job—she found a calling. Ever since then, Rebekah’s passion…
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