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ST. LOUI S — According to the Pharmacy Benefit Management Institute’s (PBMI) 2018 PBM Customer Satisfaction Report of plan sponsors, Express Scripts leads the industry in customer satisfaction, earning the highest overall satisfaction rating, 8.1, among large PBMs serving more than 20 million members.
Tim Wentworth (PRNewsFoto/Express Scripts)
Satisfaction is rated on a 10-point scale, with 10 indicating highest satisfaction. The survey captured feedback from 466 plan sponsors, including employers, unions, health plan and third party administrators, on 36 measures under four main categories: core PBM functions, non-core PBM services, specialty management and service dimensions. Among PBMs with more than 20 million members, Express Scripts earned No. 1 rankings on 24 measures, including:
- Member service
- Specialty patient customer service
- Trend management
- Delivery of promised savings and service in specialty
- Clinical consulting
- Utilization management services
- Formulary management services
- Medication adherence programs
- Effective use of technology
- Consumer education tools
- Mail-order pharmacy
“This important and objective appraisal is additional proof that our innovative work is greatly valued by those we serve,” said Tim Wentworth, president and chief executive officer, Express Scripts. “Our 27,000 employees come to work each day to proudly serve 83 million patients and 3,000 clients, delivering improved care, expanded choice and lower health care costs.”
PBMI is an independent organization that examines trends in the management of pharmacy benefits. For more than 20 years, the organization has surveyed employer satisfaction with PBM services for small and large PBMs. This year’s survey was conducted in June and July 2018.
