Consumers’ growing comfort with retail health could prove critical to vaccine effort: J.D. Power

Fierce Health Payers February 23, 2021
Paige Minemyer

A growing number of Americans are turning to retail pharmacies for health and wellness services, which could make their role in the COVID-19 vaccine distribution even more crucial, according to a new study.

Research published by J.D. Power and Associates finds that close to half (48%) of retail pharmacy customers used at least one health and wellness service at the pharmacy last year, up from 43% in 2019.

The J.D. Power analysts found that when customers used two or more health services while at the pharmacy, their satisfaction and brand advocacy increases and their spending doubles. Net Promoter Scores were 13 points higher for customers who used health and wellness services.

In addition, 1 in 5 patients spoke with their...

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