Out of all types of pharmacies—supermarket, mass merchandiser, chain drug stores and mail order–the Wegman’s supermarket chain achieved the highest overall customer satisfaction score. (Photo: Shutterstock)

Pharmacies in the U.S.–both brick-and-mortar and mail order–are pushing the envelope when it comes to satisfying their customers, and late-entrants to the field such as Amazon may find it tougher than they think to challenge those at the top of the heap.

According to the J.D. Power 2018 U.S. Pharmacy Study, customers really love their pharmacies, and for reasons that could make it tough for Amazon to keep up—at least in the brick-and-mortar category. For the former, it’s the availability of health and wellness services that help boost customer satisfaction, while for mail-order pharmacies it’s the timeliness of delivery.

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Marlene Satter

Marlene Y. Satter has worked in and written about the financial industry for decades.

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