The American Consumer Satisfaction Index has been around for a while and measures overall satisfaction across the industry. The results for 2015 are out, and it’s not looking good for the “Big 3” of drug stores:
Walgreens–has consistently been in the 75-78 range, but last year dropped to their lowest ever at 74, a 3.9% drop.
CVS–has consistently been in the 74-78 range, but last year dropped to their lowest ever at 71, a 5.3% drop.
Rite-Aid–has consistently been in the 72-76 range, but last year dropped 11.5% from their peak of 78 all the way down to 69.
So what happened last year? Well possibly Rite-Aid is struggling in light of the pending acquisition by Walgreens, there could be a lot of folks wondering if they’ll have a job in the near future. CVS? Could be the continual cut-back in labor hours which impacts customer service. Your guess is as good as mine. But things are definitely trending in the wrong direction.
Health and Personal Care Stores
| 05 | 06 | 07 | 08 | 09 | 10 | 11 | 12 | 13 | 14 | 2015 | Previous Year % Change |
First Year % Change |
||||||||||||
| Kroger | NM | NM | NM | NM | NM | NM | NM | NM | NM | 81 | 81 | 0.0 | 0.0 | |||||||||||
| Target | NM | NM | NM | NM | NM | NM | NM | NM | NM | 78 | 80 | 2.6 | 2.6 | |||||||||||
| Kmart (Sears) | NM | NM | NM | NM | NM | NM | NM | NM | NM | NM | 76 | N/A | N/A | |||||||||||
| All Others | 78 | 79 | 80 | 80 | 79 | 81 | 82 | 79 | 83 | 81 | 75 | -7.4 | -3.8 | |||||||||||
| Walgreens | 76 | 76 | 78 | 77 | 77 | 77 | 75 | 76 | 76 | 77 | 74 | -3.9 | -2.6 | |||||||||||
| Health and Personal Care Stores | 76 | 78 | 78 | 78 | 78 | 77 | 76 | 77 | 79 | 77 | 73 | -5.2 | -3.9 | |||||||||||
| CVS | 74 | 78 | 76 | 77 | 77 | 74 | 73 | 75 | 76 | 75 | 71 | -5.3 | -4.1 | |||||||||||
| Rite Aid | 72 | 75 | 73 | 76 | 76 | 75 | 75 | 77 | 74 | 78 | 69 | -11.5 | -4.2 | |||||||||||
| Safeway (Albertsons) | NM | NM | NM | NM | NM | NM | NM | NM | NM | NM | 69 | N/A | N/A | |||||||||||
| Wal-Mart | NM | NM | NM | NM | NM | NM | NM | NM | NM | 68 | 68 | 0.0 | 0.0 |
Legend
Notes
ACSI releases industry results throughout the year and updates the national index quarterly. Baseline measurements are from the summer of 1994.
The “All Others” score for an industry represents the remainder of the total industry market share, less the market shares of the ACSI-measured companies. It is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry. Individual company scores within the “All Others” category cannot be derived without additional data collection (see “ACSI Products and Services,” or to generate your own ACSI score using the ACSI methodology, see “ACSI MonitorSM“).