HundredX recently analyzed trends in customer sentiment for Walgreens versus competitors through May 2023. The analysis draws on over 68,000 pieces of continuous, double-blind customer feedback across the Pharmacy category since May 2022, including over 27,000 on Walgreens.
Key Takeaways:
- Analyzing customer insights, we saw the way companies dealt with staffing show up as a key differentiator for the industry.
- Walgreens has lost its leadership position in Purchase Intent1,2 since February 2023, declining 3%, while competitors Kroger and Costco Pharmacy increased 3% and 5% over the same period.
- Walgreens has experienced a 4% decline in customer sentiment3 toward Pharmacy since February 2023, coinciding with staff shortages across the pharmacy industry.
- Walgreens customers have complained about its understaffed pharmacy, which has led to long lines and wait times, slow checkouts, unavailable prescriptions, and overworked pharmacists.
- Kroger Pharmacy has experienced an increase in customer sentiment towards Speed/Checkout (+7%), Pharmacy (+5%), and Price (+5%) since February 2023.
- Costco Pharmacy’s customer sentiment has increased for Attitude and Pharmacy since March 2023, increasing 12% and 5%, respectively, while Price has improved by 10% since January 2023.
Discover HundredX insights into Walgreens and the pharmacy industry:
Please contact our team for a deeper look at HundredX's data on Pharmacies, which includes more than 130,000 pieces of customer feedback across 12 pharmacy brands.
- All metrics presented, including Net Purchase Intent (Purchase Intent) and Net Positive Percent / Sentiment are presented on a trailing three-month basis unless otherwise noted.
- Purchase Intent for retail subsectors, including pharmacies, represents the percentage of customers who expect to spend more with that brand over the next 12 months, minus those that intend to spend less.
- HundredX measures sentiment towards a driver of customer satisfaction as Net Positive Percent (NPP), which is the percentage of customers who view a factor as a positive (reason they liked the products, people, or experiences) minus the percentage who see the same factor as a negative.
Strategy Made Smarter
HundredX works with a variety of companies and their investors to answer some of the most important strategy questions in business:
- Where are customers "migrating"?
- What are they saying they will use more of in the next 12 months?
- What are the key drivers of their purchase decisions and financial outcomes?
Current clients see immediate benefits across multiple areas including strategy, finance, operations, pricing, investing, and marketing.
Our insights enable business leaders to define and identify specific drivers and decisions enabling them to grow their market share.
Please contact our team to learn more about which businesses across 75 industries are best positioned with customers and the decisions you can make to grow your brand’s market share.
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HundredX is a mission-based data and insights provider. HundredX does not make investment recommendations. However, we believe in the wisdom of the crowd to inform the outlook for businesses and industries. For more info on specific drivers of customer satisfaction, other companies within 75+ other industries we cover, or if you'd like to learn more about using Data for Good, please reach out: https://hundredx.com/contact.
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