Direct Opinions, an independent market research firm, has surveyed community pharmacies on their experience with their current pharmacy management system. Approximately 2,000 independent pharmacies participated in a double-blind phone-based survey from May - July 2020. The following graphics display the customer opinions and market trends of independent, retail pharmacy software vendors.
Customer satisfaction scores are determined using Net Promoter Score (NPS), an indicator of customer satisfaction. Only software vendors with 100 or more people surveyed are shown above. PioneerRx has the highest NPS, followed by Micro Merchant Systems and Rx30. Software vendors with negative NPS are QS/1, Computer-Rx, and Pharmaserv.
Ease of use, customer support, and features are the top 3 reasons cited for customer satisfaction. Below are the percentages of survey respondents who cited one of these as the main reason for their satisfaction with their pharmacy software.
Customer support, performance, and features are the top 3 reasons cited for customers being dissatisfied with their pharmacy software. Below are the percentages of survey respondents who cited one of these as the main reason for their dissatisfaction.
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This graph visually represents the percentage of pharmacies that converted to each software system from another vendor in the past two years. Most pharmacies convert to PioneerRx, followed by Rx30, Micro Merchant Systems, Computer-Rx, Liberty, and QS/1. The All Others category includes but is not limited to Pharmaserv, Enterprise, Best Computer Systems, AbacusRx, QuickSCRIPT, HBS Systems, QS1/SharpRx, and PDX.
This graph visually represents the percentage of new pharmacies opening in the past two years with each pharmacy software vendor. Most pharmacies choose to open their store with PioneerRx, followed by Micro Merchant Systems, Rx30, Computer-Rx, Best Computer Systems, QS/1, Liberty. The All Others category includes but is not limited to Enterprise, DigitalRx, SRS, Pharmaserv, VIP Pharmacy Software, Speed Script, QS1/SharpRx, PDX, McKesson (PharmacyRx), FSI, HBS Systems, HCC (Virtual Superscript), AbacusRx, Condor (NDC), RxKey - KeyCentrix, and SuiteRx.
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This graphic shows the number of pharmacies surveyed who have converted to or from a software vendor. Pharmacies that converted to a vendor are represented by a green person. Pharmacies that left a vendor are represented by a red person. Software vendors are listed in order of net gain.
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Direct Opinions is an independent market research firm specializing in customer experience. Direct Opinions has over 35 years of experience in research for a wide range of industries, including healthcare. They design surveys, collect responses, and analyze data in house, free of any competitive bias.
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