GITNUXREPORT 2025

Customer Experience In The Pharmaceutical Industry Statistics

Personalized digital experiences boost loyalty, retention, and patient engagement significantly.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

52% of pharmaceutical companies report increased engagement after launching digital customer programs

Statistic 2

58% of pharmaceutical companies plan to enhance their customer experience platforms in the next year

Statistic 3

21% of healthcare organizations report that they have integrated virtual reality (VR) into their patient education programs

Statistic 4

48% of patients encounter difficulties with navigating healthcare websites

Statistic 5

47% of pharmaceutical companies improved patient engagement by adopting omni-channel communication strategies

Statistic 6

80% of healthcare marketers forecast increased investment in patient experience technologies in 2023

Statistic 7

55% of pharmaceutical companies report increased patient engagement through social media platforms

Statistic 8

29% of patients experience medication errors due to poor communication

Statistic 9

43% of pharmaceutical brands utilize data analytics to tailor customer experiences

Statistic 10

69% of healthcare providers say that virtual consultations have improved their ability to serve rural or remote patients

Statistic 11

76% of healthcare providers are exploring or implementing AI solutions to enhance patient communication

Statistic 12

54% of patients prefer digital channels for communication with their healthcare providers

Statistic 13

77% of patients would like to receive personalized health information via mobile apps

Statistic 14

68% of patients use online reviews to choose a pharmacy or healthcare provider

Statistic 15

90% of patients use their smartphones to access health information

Statistic 16

39% of patients have skipped a medication dose due to poor recall or confusing instructions

Statistic 17

55% of consumers prefer receiving health advice from their pharmacy rather than their doctor

Statistic 18

70% of healthcare consumers would prefer to access healthcare services through digital channels

Statistic 19

44% of patients look for online tools that help them understand their treatment options

Statistic 20

53% of patients prefer to receive health updates via mobile devices over email or traditional mail

Statistic 21

78% of patients say they are more likely to stick with a pharmacy that offers personalized experiences

Statistic 22

65% of consumers report that a positive customer experience influences their pharmaceutical brand loyalty

Statistic 23

42% of patients are willing to switch pharmacies due to poor customer service

Statistic 24

85% of healthcare providers believe that improving customer experience can increase patient retention

Statistic 25

70% of patients want more transparency about their medication costs

Statistic 26

60% of patients find digital health tools helpful for managing their treatment plans

Statistic 27

14% of patients report having experienced issues with medication supply or delivery

Statistic 28

62% of patients want more digital engagement options from their healthcare providers

Statistic 29

47% of healthcare organizations track patient satisfaction scores regularly

Statistic 30

83% of consumers expect a seamless experience across all healthcare channels

Statistic 31

45% of patients feel that their healthcare provider doesn’t fully understand their needs

Statistic 32

33% of patients said the quality of customer service impacted their choice of a healthcare provider

Statistic 33

44% of patients have encountered difficulties in understanding their medication instructions

Statistic 34

69% of healthcare consumers want more digital self-service options

Statistic 35

73% of patients say that faster response times improve their overall trust in healthcare providers

Statistic 36

65% of healthcare providers report increased patient engagement through personalized communication

Statistic 37

81% of pharmaceutical marketers find value in using customer feedback to shape product development

Statistic 38

50% of patients report that patient portals increase their engagement and satisfaction with treatment

Statistic 39

43% of patients say that inconsistency in communication hampers their trust in healthcare providers

Statistic 40

74% of patients value clear communication and compassionate care more than technological convenience

Statistic 41

80% of patients want healthcare providers to offer remote consultation options

Statistic 42

69% of patients report that personalized medication information improves their treatment adherence

Statistic 43

58% of healthcare providers actively seek patient feedback after service interactions

Statistic 44

35% of patients would switch to a competitor if they experienced poor customer service

Statistic 45

82% of patients report that consistent, transparent communication during treatment builds trust

Statistic 46

55% of patients want pharmacists to be more involved in their overall healthcare management

Statistic 47

56% of healthcare organizations believe that improving customer experience reduces operational costs

Statistic 48

72% of patients prefer healthcare providers that offer digital appointment scheduling

Statistic 49

67% of patients expressed dissatisfaction with waiting times, negatively impacting their overall experience

Statistic 50

39% of patients report that negative experiences deter them from returning to their healthcare provider

Statistic 51

58% of patients expect healthcare providers to use their digital data responsibly and transparently

Statistic 52

72% of patients want better digital education resources from their healthcare providers

Statistic 53

66% of patients believe that digital tools enhance their understanding of their health conditions

Statistic 54

39% of healthcare organizations are investing in technology to improve communication and reduce patient frustration

Statistic 55

29% of patients have experienced difficulty with medication adherence due to poor communication or confusing instructions

Statistic 56

55% of pharmaceutical companies are investing more in customer experience initiatives in 2023

Statistic 57

60% of pharmaceutical companies are deploying AI-driven chatbots to enhance customer service

Statistic 58

60% of pharmaceutical companies plan to increase investment in digital marketing to improve customer experience

Statistic 59

61% of pharmaceutical companies see customer experience as a key differentiator in competitive markets

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Sources

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Key Highlights

78% of patients say they are more likely to stick with a pharmacy that offers personalized experiences
65% of consumers report that a positive customer experience influences their pharmaceutical brand loyalty
54% of patients prefer digital channels for communication with their healthcare providers
42% of patients are willing to switch pharmacies due to poor customer service
85% of healthcare providers believe that improving customer experience can increase patient retention
70% of patients want more transparency about their medication costs
60% of patients find digital health tools helpful for managing their treatment plans
55% of pharmaceutical companies are investing more in customer experience initiatives in 2023
14% of patients report having experienced issues with medication supply or delivery
62% of patients want more digital engagement options from their healthcare providers
77% of patients would like to receive personalized health information via mobile apps
68% of patients use online reviews to choose a pharmacy or healthcare provider
47% of healthcare organizations track patient satisfaction scores regularly

In an era where 78% of patients prefer personalized digital experiences with their pharmacies, the pharmaceutical industry is racing to revolutionize customer engagement and loyalty through innovative, patient-centric strategies.

Digital Engagement and Technology Adoption

52% of pharmaceutical companies report increased engagement after launching digital customer programs
58% of pharmaceutical companies plan to enhance their customer experience platforms in the next year
21% of healthcare organizations report that they have integrated virtual reality (VR) into their patient education programs
48% of patients encounter difficulties with navigating healthcare websites
47% of pharmaceutical companies improved patient engagement by adopting omni-channel communication strategies
80% of healthcare marketers forecast increased investment in patient experience technologies in 2023
55% of pharmaceutical companies report increased patient engagement through social media platforms

Digital Engagement and Technology Adoption Interpretation

With more than half of pharma firms boosting engagement through digital and social channels, and a significant move towards VR and omni-channel strategies, the industry is clearly embracing a high-tech, patient-centered future—though nearly half of patients still struggle to navigate healthcare websites, reminding us that technology alone isn't enough without user-friendly design.

Healthcare Provider Strategies and Practices

29% of patients experience medication errors due to poor communication
43% of pharmaceutical brands utilize data analytics to tailor customer experiences
69% of healthcare providers say that virtual consultations have improved their ability to serve rural or remote patients
76% of healthcare providers are exploring or implementing AI solutions to enhance patient communication

Healthcare Provider Strategies and Practices Interpretation

While nearly a third of patients suffer from medication mishaps due to communication gaps, the pharmaceutical industry's increasing embrace of data analytics and AI—highlighted by over two-thirds of providers exploring these tools—suggests a promising shift toward more personalized, accessible, and safer healthcare experiences.

Patient Behavior and Preferences

54% of patients prefer digital channels for communication with their healthcare providers
77% of patients would like to receive personalized health information via mobile apps
68% of patients use online reviews to choose a pharmacy or healthcare provider
90% of patients use their smartphones to access health information
39% of patients have skipped a medication dose due to poor recall or confusing instructions
55% of consumers prefer receiving health advice from their pharmacy rather than their doctor
70% of healthcare consumers would prefer to access healthcare services through digital channels
44% of patients look for online tools that help them understand their treatment options
53% of patients prefer to receive health updates via mobile devices over email or traditional mail

Patient Behavior and Preferences Interpretation

As patients increasingly surf the digital health wave—from preferring mobile advice and online reviews to skipping meds due to confusion—pharmaceutical providers ignoring the shift risk becoming irrelevant in a fundamentally reshaped healthcare landscape.

Patient Experience and Satisfaction

78% of patients say they are more likely to stick with a pharmacy that offers personalized experiences
65% of consumers report that a positive customer experience influences their pharmaceutical brand loyalty
42% of patients are willing to switch pharmacies due to poor customer service
85% of healthcare providers believe that improving customer experience can increase patient retention
70% of patients want more transparency about their medication costs
60% of patients find digital health tools helpful for managing their treatment plans
14% of patients report having experienced issues with medication supply or delivery
62% of patients want more digital engagement options from their healthcare providers
47% of healthcare organizations track patient satisfaction scores regularly
83% of consumers expect a seamless experience across all healthcare channels
45% of patients feel that their healthcare provider doesn’t fully understand their needs
33% of patients said the quality of customer service impacted their choice of a healthcare provider
44% of patients have encountered difficulties in understanding their medication instructions
69% of healthcare consumers want more digital self-service options
73% of patients say that faster response times improve their overall trust in healthcare providers
65% of healthcare providers report increased patient engagement through personalized communication
81% of pharmaceutical marketers find value in using customer feedback to shape product development
50% of patients report that patient portals increase their engagement and satisfaction with treatment
43% of patients say that inconsistency in communication hampers their trust in healthcare providers
74% of patients value clear communication and compassionate care more than technological convenience
80% of patients want healthcare providers to offer remote consultation options
69% of patients report that personalized medication information improves their treatment adherence
58% of healthcare providers actively seek patient feedback after service interactions
35% of patients would switch to a competitor if they experienced poor customer service
82% of patients report that consistent, transparent communication during treatment builds trust
55% of patients want pharmacists to be more involved in their overall healthcare management
56% of healthcare organizations believe that improving customer experience reduces operational costs
72% of patients prefer healthcare providers that offer digital appointment scheduling
67% of patients expressed dissatisfaction with waiting times, negatively impacting their overall experience
39% of patients report that negative experiences deter them from returning to their healthcare provider
58% of patients expect healthcare providers to use their digital data responsibly and transparently
72% of patients want better digital education resources from their healthcare providers
66% of patients believe that digital tools enhance their understanding of their health conditions
39% of healthcare organizations are investing in technology to improve communication and reduce patient frustration
29% of patients have experienced difficulty with medication adherence due to poor communication or confusing instructions

Patient Experience and Satisfaction Interpretation

With 78% of patients favoring personalized experiences and over 80% craving transparent communication, it's clear that the future of pharmaceutical and healthcare customer experience hinges not only on cutting-edge digital tools but on their thoughtful integration; neglecting patient trust and engagement now risks losing 33% to competitors and undermining health outcomes, proving that in this industry, compassion and clarity are as vital as innovation.

Pharmaceutical Industry Trends and Investments

55% of pharmaceutical companies are investing more in customer experience initiatives in 2023
60% of pharmaceutical companies are deploying AI-driven chatbots to enhance customer service
60% of pharmaceutical companies plan to increase investment in digital marketing to improve customer experience
61% of pharmaceutical companies see customer experience as a key differentiator in competitive markets

Pharmaceutical Industry Trends and Investments Interpretation

With over half of pharmaceutical firms ramping up investments in AI chatbots and digital marketing—while recognizing customer experience as a critical differentiator—2023 reveals an industry shifting from pill-pushing to patient-pleasing in the pursuit of competitive advantage.