PBMI releases results of 2015 Customer Satisfaction Survey

The Pharmacy Benefit Management Institute (PBMI) today released the results of its 2015 PBM Customer Satisfaction Survey.

The survey, completed by 421 U.S. plan sponsors representing 96.6 million members, includes responses to new questions around financial reporting for both pharmacy and medical benefit.

"Plan sponsors considering which PBM fits their unique needs and priorities will benefit from the breadth and depth of information presented in the Customer Satisfaction Report," PBMI vice president of research and education Sharon Frazee said.

The report shows overall satisfaction scores remain relatively steady, marking the sixth year with no material changes. The modest scores indicate room for improvement, though, as the average Net Promoter Score (NPS) is in line with the average for the health care industry but remains at the lower end of the range.

Financial transparency continues to be an area of opportunity, with only 42 percent of respondents reporting that their PBM relationship is completely transparent. Unions and employers have a higher NPS than health plans, with the majority of the difference attributed to the number of Promoters. Core PBM functions are highly rated, while noncore services and specialty medication management functions rate slightly lower on satisfaction.

On May 5 at 1:30 p.m., PBMI will host a webinar to discuss the survey results.

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Pharmacy Benefit Management Institute 2901 Dallas Pkwy Plano, TX 75093