- 0.5x
- 0.8x
- 1x
- 1.2x
- 1.5x
- 2x
Each year, National CooperativeRx conducts a satisfaction survey to gather insights that help us enhance our services and deliver greater value to our members and partners.
The 2025 survey results highlight the trust our members and partners place in us, the value they recognize in our services, and opportunities for continued growth.
Survey Methodology
- Anonymous & Voluntary: Our survey is anonymous, encouraging honest and open feedback. Participation is voluntary, with no incentive other than helping to shape the future of the Cooperative.
- Consistent Questions: Each year, we ask similar core questions to track progress and identify emerging trends.
- Strong Participation: This year, 86 individuals completed our survey, 60% of which were members and 40% partners.
Most Influential Factors for Joining National CooperativeRx
Understanding the motivations behind joining National CooperativeRx helps us focus on the elements of our Cooperative that matter most to members.
1
Competitive Pricing
Member groups continue to identify our competitive pricing as the most influential reason for why they joined National CooperativeRx. This is a reflection of our effective contract negotiations, pass-through savings, and annual market check negotiations.
2
Strategic Account Management
Our in-house strategic account management services consistently stand out as one of the most influential factors. Our dedicated team offers expert guidance and recommendations to optimize plan designs, leveraging our strategic management initiatives and in-house clinical programs.
3
Member-Owned Benefits
Our member-owned benefits continue to rank among the most influential factors year after year. As a not-for-profit, member-owned cooperative, we provide financial benefits that are rare in the industry. Our members receive 100% pass-through of negotiated rebates, rebate true-up, audit recoveries, market check savings, and patronage dividend payments.
Increased Satisfaction with National CooperativeRx
Respondents continue to express strong satisfaction with our industry expertise, responsiveness, and overall value, with satisfaction steadily increasing since 2023. This reinforces our reputation as knowledgeable partners committed to delivering real value.
Industry Expertise
98%
Strongly Satisfied or Satisfied
Responsiveness
97%
Strongly Satisfied or Satisfied
Overall Value
98%
Strongly Satisfied or Satisfied
Net Promoter Score of 67 Remains Far Above Industry Standards
67 NPS
Our net promoter score (NPS) of 67 reflects strong satisfaction and a high likelihood that members and partners would recommend us. Our score is far above PBMs, which are currently scoring around negative 12.
Our Team is Building Positive Partnerships
Open-ended feedback was overwhelmingly positive, with one theme rising above the rest: our staff is making a lasting impression. Multiple respondents took the opportunity to name our knowledgeable, responsive, and personable staff. Many of our Strategic Account Executives have served the same member groups for years, providing continuity, fostering trusted relationships, and delivering personalized insights.
Several respondents also acknowledged our team’s continued efforts to interpret and clarify communications from the big 3 PBMs—a responsibility we embrace not just as a service, but as a defining strength. We serve as a second layer of insight, helping members and partners make sense of pharmacy benefits beyond what PBMs provide.
Member Education is a Key Opportunity for Growth
While no respondents expressed dissatisfaction with member education, it continues to be an opportunity for growth.
Over the years, we have invested in expanding our website as a central hub for education, offering:
- Blogs: Years of informative posts, with new content added biweekly. Blogs are featured in our newsletter, The Script, to keep members and partners informed about Cooperative initiatives and industry developments.
- Member Resources: Key Cooperative documents and educational materials from our PBM partner, CVS Caremark, including open enrollment flyers and videos.
- Pharmacy Benefit Glossary: Clear definitions of common industry terms.
- Videos: Visual content to help explain pharmacy benefit concepts.
- Events: We host an in-person Annual Meeting and virtual webinars throughout the year to share updates and insights.
- Plan Performance Reviews: Opportunities for personalized analysis of plan strategies and guidance on participant education.
We are committed to making our educational offerings more clear, more accessible, and more actionable, empowering members to feel confident and well-informed.
Improving Implementations
Implementations remain a key area for monitoring member and partner satisfaction. Our PBM partner, CVS Caremark, made significant resource investments in 2025 to ensure implementations run more smooth for new member groups. Our team also joins implementation efforts directly, providing hands-on guidance to help members and partners navigate the process with clarity. We will continue refining our approach and strengthening collaboration to ensure every implementation is seamless and supportive.
We Are Listening, Learning, and Leading
Thank you to everyone who participated in our annual satisfaction survey. The honest feedback from our members and partners drives us to continuously improve, refine our approach, and deliver meaningful, lasting value. We remain committed to putting our members’ needs first and working together to shape the future of pharmacy benefits.
New to National CooperativeRx? Connect with us to learn more about our industry expertise, trusted partnership, and innovative approaches to pharmacy benefit management.
