Prescription drug usage in the U.S. is on the rise, with the number of adults taking at least one prescribed medication per day increasing 14 percentage points from 2019 to now be 70%. As prescription usage becomes more common among Americans and digitalization continues to drive consumer needs, it is crucial to understand the behaviors and attitudes of consumers who engage with their pharmacies digitally. In Corporate Insight’s upcoming webinar, we will dive into results from our recent survey revealing the behaviors, sentiments and preferences customers have around their pharmacy accounts and mail-delivery services. We will also highlight unique and innovative features in the digital pharmacy space, providing best practices for an ideal pharmacy user experience.

Corporate Insight’s survey of pharmacy customers

Earlier this year, we surveyed over 2,200 individuals in the U.S who fit the following criteria:

  • Are at least 18 years old
  • Have taken or used at least one prescription in the last three months (including pills, creams, gels, infusions, etc., that are not vitamins or over-the-counter medications)
  • Have logged in to their pharmacy’s customer account in the last six months

We aimed to understand members’ pharmacy choice and satisfaction, device (desktop vs. mobile app) usage and satisfaction, communications, and sentiments around mail-delivery services. For access to the full report with survey results, stay tuned for the publication of Pharmacy Monitor’s September report (Pharmacy Monitor subscription required) or sign up for our free upcoming webinar.

Members largely prefer to log in to their pharmacy accounts using mobile devices

Across all age groups, respondents mainly engage with their pharmacy accounts via mobile apps (73%). In fact, Gen Xers use their pharmacy’s mobile apps the most of any generation—they are more than five times as likely to log in via mobile app than desktop site. Our survey also found that mobile app users tend to log in more frequently than desktop users, suggesting that pharmacies should focus more on improving the mobile experience.

A chart showing the most common devices used to log into an online pharmacyLearn more about the ideal pharmacy experience for users

To hear more about our survey and research as well as notable features pharmacies offer on their digital platforms, sign up for our upcoming webinar on September 14 at 2pm EDT.

For more insights into digital innovation in the healthcare space, check out our research services in four areas: Health Plan, Medicare, Health System and Pharmacy. Or take a look at our Healthcare Briefings if you’re interested in a specific topic. And don’t forget to check out our Insights section for more industry trends and best practices in the healthcare space.

Stephanie Chan

Stephanie Chan is an Analyst on CI's healthcare team.