WilsonRx® Survey Background

This survey conducted by WilsonRx® and brought to you by Boehringer Ingelheim Pharmaceuticals, Inc., was developed with one overriding goal in mind: to provide you, the retail pharmacy operator, with a better understanding of your customers' behaviors, expectations, satisfaction levels and pharmacy use patterns, in order to operate your business more effectively.

The premise is simple: customer satisfaction equals customer loyalty and a higher level of success for the chain, independent, mass merchandise or supermarket pharmacy. Understanding the attributes that drive customer satisfaction - price, convenience, pharmacy services, simple insurance procedures, etc. - is key to that success. Equally important is understanding customers themselves: where they shop for prescriptions, how often they visit their doctors, the conditions they're treating, and if and how they're insured.

To find the answers, WilsonRx® surveyed a national panel of 68,721 households in February and March of 2006. A total of 32,237 household members, 46.9 percent of the total number surveyed, responded by filling out a detailed, eight-page, alternating-format questionnaire.

Survey Background Map

How the survey works

Respondents ranked their usage, satisfaction levels and expectations with respect to new and refilled prescriptions, pharmacy benefit and health insurance, and medical treatments. The objective: to identify pharmacy customer satisfaction with store convenience, pricing, preventive health services, Web sites, professional services and other measures of community pharmacy success.

Geographic Coverage

The survey represents a true cross-section of America, with responses from across the continental U.S. and particular emphasis on 23 major markets. Those markets are Atlanta, Baltimore, Boston, Chicago, Cincinnati, Cleveland, Dallas, Denver, Detroit, Houston, Los Angeles, Kansas City, Miami, Minneapolis, New York, Philadelphia, Phoenix, Pittsburgh, Portland, St. Louis, San Francisco, Seattle and Washington DC.

Demographics
Pharmacies visited
Pharmacist counseling
Prescription-filling issues
Satisfaction and importance measures by store type, health plan, PBM, etc.

Pharmacy spending levels
Timeliness of prescription filling
Prescription ordering and filling methods
OTC product purchases
Satisfaction with medical care

Statistical confidence

+/- 0.55 percent at the 95 percent confidence level