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Publix leads in customer satisfaction

BY Allison Cerra

ANN ARBOR, Mich. — Publix was one of the highest-ranked brick-and-mortar retailers in a report released Tuesday by the American Customer Satisfaction Index. While supermarkets overall are up 1.3% to 76, Publix remains the grocer to beat, with a score of 84.

Other highly ranked traditional retailers include Costco with an ACSI score of 83 (+1%) and Sam’s Club at 81 (+4%).

Meanwhile, health and personal care stores retreated for a second year and are the only retail category to lose customer satisfaction ground in 2011. Among the big three chains, Walgreen lost 3% and dropped into a tie with an unchanged Rite Aid at 75. Customer satisfaction with CVS Caremark dwindles to a seven-year low of 73 (-1%), perhaps symptomatic of the company’s cost-cutting in the face of depressed sales, the report said.

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MinuteClinic deploys Allscripts EHR nationally

BY Antoinette Alexander

CHICAGO and WOONSOCKET, R.I. — CVS Caremark’s MinuteClinic has announced that it will transition from its existing proprietary electronic medical record system to the Allscripts MyWay Electronic Health Record.

"MinuteClinic is partnering with Allscripts to assure that we are utilizing the most advanced electronic health record platform in the market," stated Andrew Sussman, president of MinuteClinic and SVP/associate chief medical officer of CVS Caremark. "This will help support our nurse practitioners and physician assistants in continuing to meet and exceed the high standards we have set for quality and adherence to practice guidelines."

With Allscripts MyWay Electronic Health Record, MinuteClinic becomes part of one of the largest networks of healthcare providers using EHRs. In addition, Allscripts’ current clients include some of the prominent healthcare systems with which MinuteClinic has affiliated, positioning MinuteClinic well for future growth and clinical collaboration.

"As part of an expanding partnership, we’re dedicated to helping MinuteClinic continue its high patient satisfaction rating by enabling seamless, private and reliable access to patient information where and when it’s needed and also provide the opportunity to share their treatments electronically with the patient’s primary care physician," added Glen Tullman, CEO of Allscripts.


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Interbrand reveals top U.S. retail brands for 2012

BY Allison Cerra

DAYTON, Ohio — While Walmart maintained the No. 1 position on Interbrand’s "U.S. Most Valuable Retail Brands" list for 2012, several other retailers are moving up the ranks.

Although Walmart touts a value that’s more than $139 billion, this year also marked a 2% decrease for the big box retailer, Interbrand said. Second on this year’s list was Target, which holds a value of $23 billion, a 1% increase over last year.

Meanwhile, CVS/pharmacy outshone fellow drug store chain competitor Walgreens, by moving up to the No. 4 spot to more than $17 billion, an increase of 5%. Walgreens held onto No. 6 on Interbrand’s list with a 4% increase in brand value to roughly $15 billion.

The list was rounded out by Sam’s Club (a 4% increase to $12.9 billion), Amazon (32% increase to $12.8 billion) and eBay (16% increase to $9.8 billion), which captured the No. 8, No. 9 and No. 10 spots, respectively.

Other retailers on this year’s list included Publix (No. 12), Dollar General (No. 14), Costco (No. 15), Whole Foods (No. 38), Dollar Tree (No. 39) and Family Dollar (No. 47).

"One of the most compelling lessons from the list is that the best brands didn’t stand idly by, waiting for further signs of recovery. They contributed to it by anticipating their customer’s desire to return — not to shopping as usual — but to something better," Interbrand Design Forum CEO Bruce Dybvad said. "For the most part, companies have invested in better store experiences and put more capabilities into the hands of their shoppers."

Click here to download the full report.

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