GITNUXREPORT 2025

Customer Experience In The Pharma Industry Statistics

Customer experience drives loyalty, digital engagement, personalization in pharma industry.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

57% of pharma companies are deploying chatbots to improve customer service

Statistic 2

52% of patients feel that their pharmacy does not provide enough information about side effects

Statistic 3

40% of pharma patients report that poor communication negatively impacts their treatment adherence

Statistic 4

69% of patients would like to see more transparency about medication pricing and availability

Statistic 5

48% of patients have concerns about data privacy when engaging digitally with pharma

Statistic 6

55% of consumers are willing to switch brands for a better digital experience

Statistic 7

66% of pharma companies report increased investment in customer experience technology in 2023

Statistic 8

83% of pharma marketers use social media to enhance customer engagement

Statistic 9

49% of pharma firms plan to increase investments in digital transformation over the next year

Statistic 10

77% of patients prefer digital channels over traditional methods for healthcare communication

Statistic 11

74% of pharma consumers prefer digital self-service options for managing medication refills

Statistic 12

52% of pharma companies are working on integrating omnichannel communication strategies

Statistic 13

53% of pharma companies believe digital engagement will be the most significant CX driver in 2024

Statistic 14

82% of patients say that a positive healthcare experience influences their choice of pharmacy

Statistic 15

68% of patients are more likely to stick with a pharma brand that offers a seamless digital experience

Statistic 16

87% of healthcare providers believe CX impacts patient adherence to medication

Statistic 17

59% of pharma companies are investing in AI to improve customer experience

Statistic 18

70% of patients want more digital interaction options with their healthcare providers

Statistic 19

45% of pharma patients use mobile devices to access health information

Statistic 20

62% of patients report frustrations with the complexity of medication instructions

Statistic 21

69% of pharma executives see customer experience as a top priority for future growth

Statistic 22

50% of patients feel they are not adequately engaged in their healthcare decisions

Statistic 23

72% of healthcare consumers prefer self-service options for managing prescriptions

Statistic 24

78% of patients say that easy access to their health data improves their overall experience

Statistic 25

48% of consumers have abandoned health-related online activities due to poor user experience

Statistic 26

58% of pharma companies measure success of CX initiatives through patient satisfaction scores

Statistic 27

74% of patients are influenced by online reviews when choosing a healthcare provider or pharmacy

Statistic 28

64% of healthcare providers experienced improved patient outcomes after CX improvements

Statistic 29

75% of patients say that friendly and accessible staff significantly improves their healthcare experience

Statistic 30

60% of pharma customers prefer to manage their prescriptions through mobile apps

Statistic 31

72% of healthcare organizations report that digital tools have enhanced patient engagement

Statistic 32

49% of healthcare consumers believe that better CX would make them more loyal to their pharmacy

Statistic 33

70% of patients want access to virtual consultations for convenience

Statistic 34

83% of patients use online portals to access their health records

Statistic 35

67% of pharma companies assess customer experience through Net Promoter Score (NPS)

Statistic 36

88% of healthcare providers believe that improved CX can reduce patient dropouts

Statistic 37

89% of pharma companies believe CX efforts lead to increased patient satisfaction

Statistic 38

65% of patients want better follow-up communication after visits or treatment

Statistic 39

58% of healthcare professionals believe that better CX reduces healthcare costs by improving treatment effectiveness

Statistic 40

83% of patients expect real-time responses when engaging with healthcare providers digitally

Statistic 41

60% of healthcare consumers have experienced frustration with automated phone systems

Statistic 42

71% of pharma firms are prioritizing customer experience improvements for 2024

Statistic 43

45% of patients say that clear instructions and education improve their treatment experience

Statistic 44

76% of healthcare patients are more likely to recommend providers with excellent CX

Statistic 45

65% of healthcare consumers believe they receive better care from providers with good CX

Statistic 46

76% of pharma customers prefer personalized communication

Statistic 47

54% of consumers trust online information from pharma companies more than traditional advertising

Statistic 48

65% of patients feel that their pharma provider does not sufficiently address their individual needs

Statistic 49

80% of pharma marketers believe that improving CX is critical to their growth strategy

Statistic 50

61% of patients are willing to share more personal data if it enhances their healthcare experience

Statistic 51

68% of patients want tailored communication based on their health history

Statistic 52

85% of patients expect personalized healthcare services

Statistic 53

54% of pharma companies plan to incorporate more AI-driven personalizations into their customer interactions

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Sources

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Key Highlights

82% of patients say that a positive healthcare experience influences their choice of pharmacy
76% of pharma customers prefer personalized communication
68% of patients are more likely to stick with a pharma brand that offers a seamless digital experience
54% of consumers trust online information from pharma companies more than traditional advertising
87% of healthcare providers believe CX impacts patient adherence to medication
65% of patients feel that their pharma provider does not sufficiently address their individual needs
59% of pharma companies are investing in AI to improve customer experience
70% of patients want more digital interaction options with their healthcare providers
45% of pharma patients use mobile devices to access health information
80% of pharma marketers believe that improving CX is critical to their growth strategy
62% of patients report frustrations with the complexity of medication instructions
55% of consumers are willing to switch brands for a better digital experience
69% of pharma executives see customer experience as a top priority for future growth

In an industry where trust and personalized care are paramount, compelling statistics reveal that 82% of patients say a positive healthcare experience influences their choice of pharmacy, highlighting the urgent need for pharma companies to prioritize seamless digital engagement and patient-centric strategies.

Communication, Transparency, and Data Privacy

57% of pharma companies are deploying chatbots to improve customer service
52% of patients feel that their pharmacy does not provide enough information about side effects
40% of pharma patients report that poor communication negatively impacts their treatment adherence
69% of patients would like to see more transparency about medication pricing and availability
48% of patients have concerns about data privacy when engaging digitally with pharma

Communication, Transparency, and Data Privacy Interpretation

Despite a majority of pharma companies deploying chatbots and an appetite for transparency, gaps in communication, information, and privacy concerns reveal that improving patient trust and engagement remains an urgent prescription.

Digital Transformation and Online Interaction

55% of consumers are willing to switch brands for a better digital experience
66% of pharma companies report increased investment in customer experience technology in 2023
83% of pharma marketers use social media to enhance customer engagement
49% of pharma firms plan to increase investments in digital transformation over the next year
77% of patients prefer digital channels over traditional methods for healthcare communication
74% of pharma consumers prefer digital self-service options for managing medication refills
52% of pharma companies are working on integrating omnichannel communication strategies
53% of pharma companies believe digital engagement will be the most significant CX driver in 2024

Digital Transformation and Online Interaction Interpretation

In an industry where trust and personalization are paramount, it’s clear that pharma companies are racing to keep up with a digital-first world — with over half planning to elevate their engagement strategies, or risk patients switching to brands that listen better online.

Patient Engagement and Satisfaction

82% of patients say that a positive healthcare experience influences their choice of pharmacy
68% of patients are more likely to stick with a pharma brand that offers a seamless digital experience
87% of healthcare providers believe CX impacts patient adherence to medication
59% of pharma companies are investing in AI to improve customer experience
70% of patients want more digital interaction options with their healthcare providers
45% of pharma patients use mobile devices to access health information
62% of patients report frustrations with the complexity of medication instructions
69% of pharma executives see customer experience as a top priority for future growth
50% of patients feel they are not adequately engaged in their healthcare decisions
72% of healthcare consumers prefer self-service options for managing prescriptions
78% of patients say that easy access to their health data improves their overall experience
48% of consumers have abandoned health-related online activities due to poor user experience
58% of pharma companies measure success of CX initiatives through patient satisfaction scores
74% of patients are influenced by online reviews when choosing a healthcare provider or pharmacy
64% of healthcare providers experienced improved patient outcomes after CX improvements
75% of patients say that friendly and accessible staff significantly improves their healthcare experience
60% of pharma customers prefer to manage their prescriptions through mobile apps
72% of healthcare organizations report that digital tools have enhanced patient engagement
49% of healthcare consumers believe that better CX would make them more loyal to their pharmacy
70% of patients want access to virtual consultations for convenience
83% of patients use online portals to access their health records
67% of pharma companies assess customer experience through Net Promoter Score (NPS)
88% of healthcare providers believe that improved CX can reduce patient dropouts
89% of pharma companies believe CX efforts lead to increased patient satisfaction
65% of patients want better follow-up communication after visits or treatment
58% of healthcare professionals believe that better CX reduces healthcare costs by improving treatment effectiveness
83% of patients expect real-time responses when engaging with healthcare providers digitally
60% of healthcare consumers have experienced frustration with automated phone systems
71% of pharma firms are prioritizing customer experience improvements for 2024
45% of patients say that clear instructions and education improve their treatment experience
76% of healthcare patients are more likely to recommend providers with excellent CX
65% of healthcare consumers believe they receive better care from providers with good CX

Patient Engagement and Satisfaction Interpretation

As the pharma industry grapples with mounting evidence that superior customer experience not only boosts loyalty and adherence but also streamlines costs and outcomes, it becomes clear that investing in seamless digital interactions and attentive, accessible staff is no longer optional—it's essential for thriving in a patient-centric healthcare future.

Personalization and Consumer Trust

76% of pharma customers prefer personalized communication
54% of consumers trust online information from pharma companies more than traditional advertising
65% of patients feel that their pharma provider does not sufficiently address their individual needs
80% of pharma marketers believe that improving CX is critical to their growth strategy
61% of patients are willing to share more personal data if it enhances their healthcare experience
68% of patients want tailored communication based on their health history
85% of patients expect personalized healthcare services
54% of pharma companies plan to incorporate more AI-driven personalizations into their customer interactions

Personalization and Consumer Trust Interpretation

With over three-quarters of pharma consumers craving personalized communication and a significant majority trusting online info over traditional ads, the industry’s future hinges on embracing tailored, AI-driven patient experiences or risk losing their confidence and loyalty.