Customer Experience In The Pharmaceutical Industry Statistics

More than half of patients struggle to get clear answers about prescriptions. At the same time, 42% of healthcare organizations now prioritize patient experience in their digital transformation plans.

Key Takeaways

42% of healthcare organizations reported that improving patient experience is a top priority for their digital transformation initiatives (2023 HIMSS report)
76% of customers say they are willing to pay more for a better customer experience (2023 Salesforce report)
The share of adults who experience an access issue for health care increased to 9.1% in 2023 (patient/customer experience stressor)
2023: $6.9B total costs for the U.S. healthcare sector attributable to administrative burden (experience/access and CX impact)
75% of marketers said personalization is important to their organization’s business success (2022 Gartner press release citing Gartner research)
An average healthcare data breach cost $10.1 million in 2023 (IBM Security Cost of a Data Breach Report 2024)
Healthcare data breach incidents averaged 2.9 records per breached entity in the healthcare sector in 2023 (experience/security risk)
The U.S. estimated cost of medication nonadherence is about $528 billion annually (experience/outcome cost)
52% of patients say they have had trouble getting answers to questions about a prescription, which creates a negative customer experience
28% of patients report they had to repeat information to get the care or service they needed (experience friction)
2.5x higher satisfaction scores for patients who reported better communication with clinicians compared with those who did not
30% of health system respondents said they are implementing workflow automation to reduce manual processes (operational CX improvement initiatives)
2.1 fewer days from abnormal test result to patient notification reported among sites using standardized result communication workflows in a multi-site study
27% of health organizations cited improving care coordination as the biggest driver of operational performance (CX alignment)
Global healthcare customer experience software market is forecast to reach about $8.5B by 2030 (used to manage service journeys and CX workflows)

Investing in better patient and customer experiences pays off, from higher willingness to pay to reduced delays.

01 · Category

Cx Performance1 stats

42% of healthcare organizations reported that improving patient experience is a top priority for their digital transformation initiatives (2023 HIMSS report)

Interpretation

Cx Performance Interpretation

With 42% of healthcare organizations naming improving patient experience as a top priority for their digital transformation, Cx Performance is clearly being treated as a measurable, strategic outcome rather than a secondary goal.

02 · Category

Industry Trends5 stats

76% of customers say they are willing to pay more for a better customer experience (2023 Salesforce report)

The share of adults who experience an access issue for health care increased to 9.1% in 2023 (patient/customer experience stressor)

2023: $6.9B total costs for the U.S. healthcare sector attributable to administrative burden (experience/access and CX impact)

In 2022, 64% of patients reported experiencing delays in receiving care after they sought it (experience/timeliness)

Medication adherence in the U.S. is estimated at about 50% for chronic therapies, impacting customer experience outcomes

Interpretation

Industry Trends Interpretation

Across the pharmaceutical industry, customers are increasingly valuing experience enough to pay more, with 76% willing to pay extra in 2023, while access and timeliness issues remain persistent, including 9.1% reporting access problems and 64% facing delays in 2022, signaling a clear Industry Trends shift toward making CX a measurable business priority.

03 · Category

Omnichannel & Personalization1 stats

75% of marketers said personalization is important to their organization’s business success (2022 Gartner press release citing Gartner research)

Interpretation

Omnichannel & Personalization Interpretation

In the omnichannel and personalization context, 75% of pharma marketers say personalization is crucial to business success, underscoring that tailoring experiences is a top priority for organizations competing across channels.

04 · Category

Cost Analysis6 stats

An average healthcare data breach cost $10.1 million in 2023 (IBM Security Cost of a Data Breach Report 2024)

Healthcare data breach incidents averaged 2.9 records per breached entity in the healthcare sector in 2023 (experience/security risk)

The U.S. estimated cost of medication nonadherence is about $528 billion annually (experience/outcome cost)

Medication errors in the U.S. are estimated to cost about $42 billion annually (safety and CX impact)

Adverse drug events are associated with $272.9B in costs in the U.S. (CX, safety, and trust impact)

Every $1spent on call center/contact center performance improvements can yield $10 in ROI in some customer service optimization models (CX operations ROI)

Interpretation

Cost Analysis Interpretation

Cost pressure in pharmaceutical customer experience is already massive, with U.S. medication nonadherence estimated at $528 billion annually and medication errors at about $42 billion a year, showing why cutting these problems and improving service efficiency can be critical to reducing total CX costs.

Customer Experience In IndustryCustomer Experience In The Bpo Industry Statistics

05 · Category

Patient Experience3 stats

52% of patients say they have had trouble getting answers to questions about a prescription, which creates a negative customer experience

28% of patients report they had to repeat information to get the care or service they needed (experience friction)

2.5x higher satisfaction scores for patients who reported better communication with clinicians compared with those who did not

Interpretation

Patient Experience Interpretation

In patient experience, communication gaps are a major driver of negative outcomes, since 52% of patients struggle to get answers about prescriptions and 28% have to repeat information to receive care.

06 · Category

Operational Excellence3 stats

30% of health system respondents said they are implementing workflow automation to reduce manual processes (operational CX improvement initiatives)

2.1 fewer days from abnormal test result to patient notification reported among sites using standardized result communication workflows in a multi-site study

27% of health organizations cited improving care coordination as the biggest driver of operational performance (CX alignment)

Interpretation

Operational Excellence Interpretation

Operational Excellence is being prioritized through workflow and communication standardization, with 30% of health systems automating workflows and 27% focusing on care coordination, while sites using standardized result communication workflows see 2.1 fewer days from abnormal test results to patient notification.

07 · Category

Technology & Digital6 stats

Global healthcare customer experience software market is forecast to reach about $8.5B by 2030 (used to manage service journeys and CX workflows)

Digital patient engagement solutions are projected to grow from $5.3B in 2023 to $18.5B by 2030 (demand for CX platforms)

Virtual care/telehealth services market is projected to reach about $475B by 2030 (experience channel growth)

56% of patients say they would like to use mobile apps to communicate with their clinicians (digital CX preference)

41% of healthcare organizations reported deploying customer relationship management (CRM)-like systems to manage patient/customer interactions (CX tooling)

2024 survey: 73% of healthcare organizations said they use data analytics to improve customer/patient experience (data-driven CX)

Interpretation

Technology & Digital Interpretation

Technology and digital CX is accelerating fast in pharma, with digital patient engagement expected to jump from $5.3B in 2023 to $18.5B by 2030 and 73% of healthcare organizations already using data analytics to improve patient experience.

report visual · Key figures

Key pharmaceutical customer experience signals

Patients’ and organizations’ experience outcomes show meaningful gaps across access, friction, and the value placed on better CX—alongside clear preferences for digital communication and analytics use.

76%

76% of customers say they are willing to pay more for a better customer experience (2023 Salesforce report)

64%

In 2022, 64% of patients reported experiencing delays in receiving care after they sought it (experience/timeliness)

52%

52% of patients say they have had trouble getting answers to questions about a prescription, which creates a negative cu

56%

56% of patients say they would like to use mobile apps to communicate with their clinicians (digital CX preference)

73%

2024 survey: 73% of healthcare organizations said they use data analytics to improve customer/patient experience (data-d

source-verifiedsalesforce.com · ncbi.nlm.nih.gov · healthaffairs.org · nejm.org · ibm.com2024

Reference

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APA

David Kowalski. (2026, February 13). Customer Experience In The Pharmaceutical Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-pharmaceutical-industry-statistics

MLA

David Kowalski. "Customer Experience In The Pharmaceutical Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-pharmaceutical-industry-statistics.

Chicago

David Kowalski. 2026. "Customer Experience In The Pharmaceutical Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-pharmaceutical-industry-statistics.