Research Report

Sh!ft Happens: Examining Consumer Expectations for Pharma Support in 2021

Zappos. Costco. Apple. These are companies that are well known for service excellence. Patients, especially those who need medication, are ultimately consumers of care. But as the retail channels they frequent offer intimate levels of support, do they expect (or desire) the same level of service in their pharmaceutical ecosystems?

This is the question Penrod set out to address. We conducted a nation-wide survey to measure the expectations consumers have for support from specialty pharmacies 2021.

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