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At National CooperativeRx, the strength of our cooperative lies in the satisfaction of our members and partners. Their feedback not only shapes our services but also drives our commitment to excellence. Therefore, we conduct an annual satisfaction survey, gathering feedback to enhance our services and meet our members’ and partners’ evolving needs. Our latest survey results reflect our members’ and partners’ trust in us to deliver high-quality pharmacy benefit management services.
Survey Overview
We gathered valuable feedback from 72 respondents, consisting of 60% members and 40% partners. The survey explored aspects that influenced renewal decisions, satisfaction with our services, and general feedback and suggestions.
What Factors Have Driven Membership Renewal?
Survey participants were asked to evaluate the level of influence various National CooperativeRx aspects had on their decision to renew their membership. The three most influential aspects identified by respondents were:
- Improved Pricing: This includes our contract savings, specialty discounts, and market checks. Our competitive pricing remains a top priority for our members and partners.
- Account Management: Services like plan design, tailored recommendations, and comprehensive reporting were highly valued, emphasizing the importance of hands-on, personalized support.
- Member-Owned Benefits: Benefits such as 100% pass-through of rebates, audit recoveries, and patronage dividends were seen as extremely influential, demonstrating the value of our member-owned structure.
Improved Satisfaction Across Services
We are proud to share that satisfaction for key aspects of National CooperativeRx has remained consistent or improved compared to last year. Notably, the following aspects received strongly satisfied or satisfied ratings by 95% or more of respondents.
A High Net Promoter Score of 72
Our Net Promoter Score (NPS) of 72 is a testament to the loyalty and satisfaction of our members and partners. It indicates a strong willingness to recommend our services, reflecting their trust in us as a valued partner.
What Our Members and Partners Are Saying
The general feedback we received was overwhelmingly positive. Respondents expressed their satisfaction with National CooperativeRx, emphasizing how pleased they are with our partnership, with high praise for our knowledgeable staff. Here are some of the testimonials that showcase the impact we are making among members and partners:
- “National CooperativeRx is a top-tier pharmacy solution for employers. The non-profit, member-owned nature of the cooperative creates an environment that promotes white-glove customer service, best-in-class pricing, and expert consultation to optimize plan performance.“
- “As a broker, I have been extremely frustrated with the complexity and hidden costs that PBMs often charge. While I’ve worked with other PBM arrangements that saved my clients money, none have been as transparent as NCRx. My client is extremely happy, which makes me happy and appreciated. I never feel like anything is hidden—I always feel like my clients’ best interests are NCRx’s primary goal.”
- “National CooperativeRx continues to deliver for my clients by never settling for the status quo. They are innovative and stay ahead of the curve, which, in this industry, is an extremely fast-moving curve!“
- “I joined NCRx to take advantage of the rebates for savings in our overall health plan. Not only have those savings exceeded my expectations, but the personal relationship and support from our representative have also far exceeded my expectations.“
Thank You for Your Continued Trust
We are grateful to our members and partners for taking time to share their feedback. It is your insights that guide our improvements and ensure we remain a valuable partner in delivering premier pharmacy benefits.
We encourage our members and partners to continue sharing their thoughts and suggestions with our team as we strive for continuous improvement. Together, we can continue to enhance the experience for all members and partners of our Cooperative family.
