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.