According to a survey conducted by Wilson Health Information, a consumer insight firm located in New Hope, Pa., 70% of pharmacy customers wait in line five or more minutes to pick up their prescriptions. This is a 10% increase from last year, possibly contributing to an overall decline in pharmacy satisfaction. Moreover, the survey found that seven out of 10 customers of leading retail chains said they were interested in having a kiosk to pick up and drop off prescriptions, without having to wait in line, or for when the pharmacy is closed.

The WilsonRx Pharmacy Satisfaction Survey report included new findings that customers cite convenience as being important to them, along with price and overall pharmacy services. Short lines, convenient hours, and after-hours prescription pickup are key contributors to customer satisfaction. Although customers see these as important reasons to use one pharmacy over another, their satisfaction in all three areas declined.

"Retailers are struggling with prescription volumes, staffing shortages, hours of operation, reimbursement changes, and wait times, yet customers expect their prescriptions to be ready faster - they don't want to wait and they want increased hours of service," says Jim Wilson, president of Wilson Health Information.