November 5, 2026
Our mail-order pharmacy earns top marks
In a JD Power study of digital experience, Kaiser Permanente was named number one in digital pharmacy service satisfaction among mail-order users.
Getting medications used to mean waiting in line. Now Kaiser Permanente members have more ways to get their prescriptions filled quickly and conveniently.
A new JD Power study found that members appreciate how they can order and manage their mail-order prescriptions online.
Kaiser Permanente ranked highest in customer satisfaction among mail-order users in the JD Power 2026 U.S. Pharmacy Digital Experience Study.
The study looked at national retail and online companies. It reviewed pharmacy websites and mobile apps.
The study measured customer satisfaction in 4 categories: design, performance, information, and tools and capabilities. Members rated Kaiser Permanente highest in 3 of 4. These categories were design, performance, and tools and capabilities.
Easier ways to get prescriptions
The ranking reflects years of work to improve our online pharmacy experience. Members can now:
Get many prescriptions delivered the same day
Track deliveries and see shipping details
Set up automatic refills and medicine reminders
Better digital tools can make it easier for members to manage their prescriptions. That’s important.
“This is great news as it recognizes our organization’s focus on providing members with high-quality service and care outcomes,” said Kim Le, Kaiser Permanente’s chief pharmacy officer. “When we make it easy and convenient for members to get their medications, they’re more likely to follow their care plan.”
Many teams helped make these improvements possible.
“Making health care simpler for our members takes more than technology,” said Neil Cowles, interim executive vice president, Enterprise IT and Business Services. ”It takes technology, operations, and care teams working together around the experience we want to deliver. This recognition reflects that shared effort and, most importantly, our continued focus on making it easier for members to get the care and services they need.”
Learn more about the JD Power study and our pharmacy services.
