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2025 Pharmacy Benefit Manager Customer Satisfaction Report Webinar

PSG announces the results of the industry’s go-to report on pharmacy benefit manager (PBM) customer satisfaction, grounded in real-world perspectives from a wide range of employers and health plans.

Join a panel of industry experts as they share the most important trends in PBM customer satisfaction, examining key areas like overall PBM satisfaction, satisfaction with key PBM functions and services, and plan sponsors’ priorities and appetite for industry change. In this webinar, we will share key findings from the 2025 PBM Customer Satisfaction Report and discuss what they mean for the pharmacy benefit management industry. Whether you’re looking to benchmark or to prepare for strategic shifts, this session will equip you with the insights you need to lead with confidence.

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Key Findings

High-level satisfaction with PBMs declined from 2024 to 2025 — overall NPS declined to -12.
Satisfaction varies between employers and health plans and between customers of Big 3 PBMs and customers of non-Big 3 PBMs.
Benefits leaders are concerned about PBMs manufacturing Humira biosimilars as part of their biosimilars strategy.
Most plans express some willingness to work with multiple vendors for PBM services.
Desire for change in the pharmacy benefit management industry is strong — and growing even stronger.