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2026 Pharmacy Benefit Manager Customer Satisfaction Report Webinar

September 29, 2026 | 12PM CT

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 2026 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.

Key Findings

  • Overall satisfaction stabilized in 2026 at 7.2 on a 10-point scale, but likelihood to renew the PBM contract without issuing a competitive RFP fell to 6.4, its lowest point in recent history 
  • Employers and customers of non-Big 3 PBMs continued to show higher satisfaction than health plans and customers of Big 3 PBMs across many items, but non-Big 3 PBM customers’ satisfaction declined in several areas (e.g., overall satisfaction dropped from 7.9 to 7.3)
  • Sources of revenue remains the area of lowest perceived PBM transparency, with 20% of respondents describing their PBM as not at all transparent in this regard 
  • 69% of respondents included at least one non-Big 3 PBM in their last RFP, and 82% reported they would be at least moderately interested in including non-Big 3 PBMs if they ran a procurement today
  • Over half of respondents were moderately or very interested in carving out specialty pharmacy, but 41% were not sure whether their PBM contract allows use of carve-out vendors, and only 15% were confident they could do so without restrictions or penalties
  • Nearly two-thirds of respondents rated their desire for PBM industry change at 7 or higher on a 10-point scale, and most reported that current developments will have only minor to moderate impact on PBM transparency and customer satisfaction

Expert insight from our panelists:

Morgan Lee

Morgan Lee, PhD, MPH, CPH

Vice President, Research & Marketing

Mike Lonergan, RPh

President

Mike Medel

Michael Medel, PharmD, MBA

Senior Vice President and Practice Lead – Plan Sponsor

Jared Tate

Jared Tate, PharmD

Vice President, Health Plan Consulting