2023 PBM Customer Satisfaction Webinar
Dive into the 2023 Pharmacy Benefit Manager Customer Satisfaction Report results. This annual report summarizes satisfaction with pharmacy benefit managers (PBMs) both overall and with numerous functions and services, making it the most comprehensive research of its type in the PBM space.
Key Takeaways
Here’s a sneak peek into a few of the key findings:
- Overall satisfaction, likelihood to recommend, and net promoter score (NPS) for PBMs declined for a second straight year — NPS is 8 in 2023, compared to 38 in 2021
- Satisfaction with traditional and specialty drug discounts from PBMs decreased, while satisfaction with PBMs’ willingness to integrate with other pharmacy solutions and manage to contractual language increased
- Compared to customers of Big 3 PBMs, customers of Other PBMs expressed slightly greater satisfaction on most measures
- Health plans reported significantly lower satisfaction than employers on nearly every measure
Download PBM Customer Satisfaction Report
Expert Insights from Our Panelists
Morgan Lee, PhD, MPH, CPH
Senior Director – Research & Strategy
Michael Lonergan, RPh
President
Mike Kolodij, PharmD
Vice President – Health Plan Consulting