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.
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.
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 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 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), 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.
As the independent pharmacy software market continues to grow, a pattern has started to emerge. In its early days, the market was fairly evenly distributed amongst several vendors, but as time goes on, there has been a concentration in a few key players. While there are more options available than just the following companies and their products - these are the key players in the industry who currently have the greatest hold of market share (in order from highest percentage to lowest):
PioneerRx Pharmacy Software is one of the newest systems on the market, but it has quickly moved to the top. Founded in 2007, the company is run by President Jeff Key and it is based out of Irving, TX. PioneerRx was acquired by RedSail Technologies in order to create one of the largest pharmacy networks in the country. PioneerRx’s mission is to Save and Revitalize Independent Pharmacy. They also produce the Catalyst Pharmacy Podcast - a weekly podcast featuring leaders and innovators in the industry.
Rx30 was founded in the early 1980s and initially operated as an independent software company. In 2016, Rx30 and Computer-Rx joined together in order to form a strategic partnership. Both software companies have since been acquired by Transaction Data Systems (TDS) and operate under one umbrella. TDS is run by CEO Jude Dieterman and is based out of Earth City, MO. The mission of TDS is to be dedicated to the success of independent and community pharmacies.
Micro Merchant Systems offers a pharmacy management solution that is named PrimeRx. Founded in 1990, Micro Merchant Systems is based out of Syosset, NY and is currently run by their President, Akbar Merchant. Micro Merchant’s slogan is “Software Without Limits”. The company highlights its full line of pharmacy products on their Pharmacy Software Podcast Series which is featured on the Pharmacy Podcast Network.
ComputerRx was established early in the 1980s as a standalone software product, but soon joined forces with Rx30 to operate under one umbrella. Both Rx30 and Computer are owned by Transaction Data Systems (TDS), but they are still being sold as separate software platforms. The CEO of TDS is Jude Dieterman and the company is headquartered in Earth City, MO. The mission of TDS is to be dedicated to the success of independent and community pharmacies.
QS/1 was there when it all started, releasing the first computerized management system for independent pharmacies in 1977. QS/1’s mission is to stay in lockstep with community pharmacists. The company was acquired by RedSail Technologies and is currently based out of Spartanburg, SC under the leadership of Bob Bates. QS/1's original system, SharpRx, has been sunsetted - but their current platform, NRx, continues to serve existing customers. QS/1 also produces the QCompass Podcast with content that aims to help community pharmacies thrive in the competitive marketplace.
Liberty Software was founded in 1986 and their headquarters is located in Southlake, TX. Liberty is operated under the leadership of Executive VP, Jeremy Manchester. The company’s mission is to help pharmacies enhance patient care, increase patient safety, and improve profitability. Liberty has seen a recent bump in market share after the fact that McKesson’s software product, Pharmaserv, was sunsetted and a majority of its existing users were automatically converted to Liberty through default.
BestRx, or Best Computer Systems, was founded in 1985 by the current president’s father. Hemal Desai took over the family business and currently leads BestRx out of its headquarters in Oak Brook, IL. The company’s mission is to deliver affordable, easy-to-use, tailored pharmacy software solutions.
McKesson is a large corporation that has been operating since the early 1800s. Their business expands across several areas, including pharmaceutical distribution and supply chain management, medical supplies and equipment, and other healthcare services and technology. Based out of Irving, TX and led by CEO Brian Tyler, McKesson also sells a pharmacy management solution called EnterpriseRx. Their previous product, Pharmaserv, has been sunsetted. McKesson’s mission is to improve healthcare in every setting – one product, one partner, one patient at a time.
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.