J.D. Power Ranks Humana Pharmacy “Highest In Customer Satisfaction with Mail-Order Pharmacies”


The 2015 J.D. Power U.S. Pharmacy Study named Humana Pharmacy the top U.S. mail-order pharmacy in customer satisfaction. The study measures customer satisfaction among U.S. pharmacies across four categories — mail order, brick and mortar, supermarket and chain drug store — on a 1,000-point scale. Humana Pharmacy’s score of 875 was the highest among mail-order pharmacies this year.

This award reflects Humana Pharmacy’s ongoing commitment to improving its customer experience through a variety of initiatives.

  • Over the past three years, Humana Pharmacy has introduced tools and services to improve the customer experience including one-click refills, over-the-counter medication delivery, Braille labels and talking scripts for the visually impaired, and an intense focus on first-call resolution of customer concerns.
  • In 2014, Humana Pharmacy rolled out its mobile app to provide mobile access to refills, order status and billing information. The app also allows people to scan a prescription bottle label to refill, switch prescriptions from a retail pharmacy or watch informational videos about their medicine.
  • Humana Pharmacy also completely redesigned its website, building it from the ground up, based on extensive customer research. As part of Humana’s integrated health care model, Humana Pharmacy is even utilizing its bottle caps to deliver health messages to members, with one example being its reminders to get flu shots.

Note: Humana Pharmacy received the highest numerical score among mail-order pharmacies in the proprietary J.D. Power 2015 U.S. Pharmacy StudySM. The study is based on 14,914 total responses and measures 10 mail-order pharmacies. Proprietary study results are based on experiences and perceptions of consumers surveyed from May to June 2015. Individual experiences may vary. Visit jdpower.com for more information.