SOURCE: Pharmacy Benefit Management Institute

Pharmacy Benefit Management Institute

September 23, 2009 10:00 ET

PBM Customer Satisfaction Survey Now Online

Pharmacy Benefit Management Institute Expands Annual Research Study

SCOTTSDALE, AZ--(Marketwire - September 23, 2009) - Fielding begins today on the industry's leading survey of employer satisfaction with pharmacy benefit managers (PBMs). The Pharmacy Benefit Management Institute (PBMI) has expanded the survey to capture new information on employer demographics, PBM performance on specialty pharmacy and RFP processes, and customer loyalty.

"PBMI is giving its customer satisfaction study a complete makeover to better meet the needs of drug benefit industry stakeholders," says Dana H. Felthouse, MBA, president of PBMI. "In addition to adding questions to capture new information, we will collect data online in a password-protected database and publish the report electronically. Expanded data collection combined with a new reporting methodology will yield a survey report with more actionable information for both PBMs and their customers."

PBMI's 15th annual survey asks employers, union groups and associations to rate their PBMs on overall performance and up to 24 service dimensions. Ratings address service functions in the areas of plan design support, administrative functions, pharmacy network, clinical services, specialty pharmacy, member Websites, management reporting, and RFP processes.

Results of the survey will be published in PBMI's annual PBM Customer Satisfaction Report, widely recognized for providing valuable information to benefit executives who research, select and manage PBM services. The report will continue to feature trend information about PBM performance at a detail level, and provide insights on the PBM services that have the greatest impact on improving customer satisfaction.

Employers can participate in the online survey by contacting Jenny Powers at for log-on credentials. The person responsible for managing the organization's PBM relationship should complete the survey. Respondents receive a free survey report and a chance to win free registration to PBMI's Drug Benefit Conference to be held Feb. 17-19, 2010 in Phoenix.

The Pharmacy Benefit Management Institute provides research and education to help health care benefit executives work effectively with their pharmacy benefit managers to improve the design and management of drug benefit programs. Learn more at

Contact Information

  • Contact:
    Maggie Bruce
    (480) 730-0814
    Cell Phone (602) 318-5003
    Email: Email Contact