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 April - June 2021. The following graphics display the customer opinions and market trends of independent, retail pharmacy software vendors.
Graphs include:
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This graph portrays pharmacy software vendors based on both Market Share and Customer Satisfaction. The closer a vendor is to the top-right corner, the closer they are to having the most installed systems while simultaneously maintaining a high level of customer satisfaction. PioneerRx has the highest intersection of market share and customer satisfaction. Other vendors include, in descending order of market share, Rx30, Micro Merchant Systems (PrimeRx), QS/1 and ComputerRx, Liberty and BestRx, SRS, then McKesson (EnterpriseRx).
Customer satisfaction scores are determined using Net Promoter Score (NPS), an indicator of customer satisfaction. Software vendors with excellent, above-average satisfaction are portrayed in the color green, Average satisfaction is shown as yellow, and poor, below-average vendors are red. Only software vendors with 45 or more people surveyed are shown above to ensure statistical accuracy.
Ease of use, great customer support, and robust features are the top 3 reasons cited for high customer satisfaction.
Difficulty of use, poor customer support, and performance issues are the top 3 reasons cited for customer dissatisfaction.
Visit our blog to learn more about the main reasons why users either like or dislike their software.
This graph 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 Liberty, Micro Merchant Systems (PrimeRx), Rx30, and ComputerRx.
In addition to portraying the percentage of converted pharmacies, the graph also shows each vendor’s level of customer satisfaction. Customer satisfaction scores are determined using Net Promoter Score (NPS), an indicator of customer satisfaction. Software vendors with excellent, above-average satisfaction are portrayed in the color green, Average satisfaction is shown as yellow, and poor, below-average vendors are red. Other systems not shown (due to low percentage) include but are not limited to Datascan, McKesson (EnterpriseRx), Best Computer Systems (BestRx), and QS/1.
This graph represents the percentage of new pharmacies that opened in the past two years with each pharmacy software vendor. Most pharmacies choose to open their store with PioneerRx, followed by Micro Merchant Systems (PrimeRx), Rx30, Liberty, BestRx, ComputerRx, and QS/1.
In addition to portraying the percentage of new store installations, the graph also shows each vendor’s level of customer satisfaction. Customer satisfaction scores are determined using Net Promoter Score (NPS), an indicator of customer satisfaction. Software vendors with excellent, above-average satisfaction are portrayed in the color green, Average satisfaction is shown as yellow, and poor, below-average vendors are red. Other systems not shown (due to low percentage) include but are not limited to SRS, DigitalRx, McKesson (EnterpriseRx), Datascan, and AbacusRx.
Visit our blog to learn more about which software pharmacies choose most.
This graphic shows the number of pharmacies surveyed who have converted to or from a software vendor - representing how well a vendor retains their customers and keeps them satisfied. 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.
The top 3 factors that cause a pharmacy to be unsatisfied and potentially leave their software vendor are: difficulty of use, poor customer support, and a lack of strong performance and features. Pharmacies need enhanced features to allow them to be efficient, provide great patient care, and offer clinical services to stay in business. Customer support is also a predictor of how successful a pharmacy will be while using their software.
Visit our blog to learn more about competitive switching in the independent pharmacy market.
This graph shows the percentage of market share for the 10 leading independent pharmacy software vendors. With approximately 2,000 pharmacies surveyed, there is a 95% confidence interval. PioneerRx and Rx30 are the leading software providers in terms of market share, followed by Micro Merchant Systems, Computer-Rx, QS/1, Pharmaserv, Best Computer Systems, Enterprise, SRS, and Liberty.
Visit our blog to learn more about key trends in the pharmacy software market
Read our blog for advice and best practices when researching a software system for your pharmacy. Learn about questions to ask in the buying process, how to break down a quote, and how to choose features that will streamline your workflow. We dive into specific software features and integrations such as eCare Plans, Med Sync, IVR, Automation Technology, DIR Fee Management, Inventory Solutions, Enhanced Reporting, Clinical Services, and more!
Pharmacy software is the core of every pharmacy, and choosing a system is one of the most important decisions when opening your own pharmacy business. To learn more about the process of starting your own pharmacy, read our How to Open a Pharmacy guide.
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.
