2024 PBM Customer Satisfaction Report Webinar
PSG announces the results of the industry’s go-to report on pharmacy benefit manager (PBM) customer satisfaction.
Join industry experts Michael Lonergan and Morgan Lee as they share the most important trends in PBM customer satisfaction. Our annual research examines satisfaction with PBMs both overall and with various functions and services. Additionally, it explores plan sponsors’ priorities and appetite for change. In this webinar, we will share key findings from the 2024 PBM Customer Satisfaction Report and discuss what they mean for the pharmacy benefit industry.
Watch the Recording
Key Findings
- Overall satisfaction with PBMs is 7.6 out of 10, indicating moderately high satisfaction but marking the second year in a row of the lowest overall satisfaction score in a decade.
- Since peaking in 2021, likelihood to recommend and Net Promoter Score (NPS) have continuously declined for PBMs. NPS for PBMs overall is now barely in the positive range, declining from 38 in 2021 to 6 in 2024.
- Healthcare payers are moderately satisfied with their PBMs’ overall transparency but have mixed perceptions of PBM transparency with respect to rebates and sources of revenue and are concerned about the rise of rebate GPOs.
- Employers remain substantially more satisfied with their PBMs compared to health plans on nearly all high-level and specific measures of satisfaction.
- Healthcare payers who use one of the Big 3 PBMs report lower satisfaction across multiple measures, including overall satisfaction and likelihood to recommend their PBM.
- Healthcare payers’ appetite for change in the pharmacy benefit management industry is strong, and many report willingness to be part of disruptive change.
Expert insight from our panelists:
Mike Lonergan, RPh
President
Morgan Lee, PhD, MPH, CPH
Vice President, Research & Marketing