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J.D. Power Ranks Humana Highest In Mail Order Pharmacy Segment of Customer Satisfaction Study

Jump to top spot reflects three-year commitment to customer experience improvement

Tuesday, October 13, 2015 7:00 am EDT



Public Company Information:

"But that score is just one indicator of success. More importantly, we’re seeing increased drug therapy adherence as a result of this work, meaning we’re helping our members get and stay healthy. That’s what we’re all about."

LOUISVILLE, Ky.--(BUSINESS WIRE)--Humana Pharmacy, a division of Humana Inc. (NYSE: HUM), has been named the top U.S. mail order pharmacy in customer satisfaction in the 2015 J.D. Power U.S. Pharmacy Study. The study measures customer satisfaction among U.S. pharmacies across four categories — mail order, brick & mortar, supermarket and chain drug store — on a 1,000 point scale. Humana Pharmacy’s score of 875 this year was the highest among mail order pharmacies.

Humana Pharmacy President William Fleming, Pharm.D., says the highest ranking is the result of a three-year quest to reach the top of the customer satisfaction hill. The company has rolled out a host of tools and services over the last three years to improve the customer experience, including a mobile app, one-click refills, over-the-counter medication delivery, braille labels for the visually impaired and an intense focus on first call resolution of customer concerns.

As part of its drive to improve the consumer experience, Humana Pharmacy rolled out a mobile app in 2014 that provides mobile access to refills, order status and billing information. The app also allows people to scan a prescription bottle label to refill, switch prescriptions from a retail pharmacy or watch informational videos about their medicine. The company also completely redesigned its website, building it from the ground up based on extensive customer research. As part of Humana’s integrated health care model, Humana Pharmacy is even utilizing its bottle caps to deliver health messages to members, reminding people to get their flu shots as one example.

“The result of our efforts to improve customer satisfaction and many other efforts has been a steady increase in our J.D. Power Customer Satisfaction score over the past four years,” explained Fleming. “But that score is just one indicator of success. More importantly, we’re seeing increased drug therapy adherence as a result of this work, meaning we’re helping our members get and stay healthy. That’s what we’re all about.”

This is the ninth year of the J.D. Power U.S. Pharmacy Study. For mail order pharmacies, the study looks at cost competitiveness, prescription delivery, ordering processes and customer service experience. Humana Pharmacy scored 875 this year, 862 in 2014, 845 in 2013 and 805 in 2012. The average for all mail order pharmacies in 2015 was 820.

About Humana

Humana Inc., headquartered in Louisville, Kentucky, is a leading health and well-being company focused on making it easy for people to achieve their best health with clinical excellence through coordinated care. The company’s strategy integrates care delivery, the member experience, and clinical and consumer insights to encourage engagement, behavior change, proactive clinical outreach and wellness for the millions of people we serve across the country.

More information regarding Humana is available to investors via the Investor Relations page of the company’s web site at www.humana.com, including copies of:

  • Annual reports to stockholders;
  • Securities and Exchange Commission filings;
  • Most recent investor conference presentations;
  • Quarterly earnings news releases;
  • Replays of most recent earnings release conference calls;
  • Calendar of events (including upcoming earnings conference call dates and times, as well as planned interaction with research analysts and institutional investors); and
  • Corporate Governance information.

Multimedia Files:

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Humana Pharmacy's mobile app allows users to scan pill bottles to automatically refill their medications, one of many customer service innovations that contributed to Humana Pharmacy ranking highest in J.D. Power's U.S. Pharmacy Study mail order segment. (Photo: Business Wire)
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Humana Corporate Communications
Jeff Blunt, 513-826-7094