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News|Articles|September 29, 2026
PBM Satisfaction Stalls as Net Promoter Score Turns Negative
Author(s)Maggie L. Shaw
Fact checked by: Giuliana Grossi
The NPS index, ranging from –100 to +100, serves as a proxy for customers’ willingness to recommend products and services they themselves have used.
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Employer and health plan satisfaction with pharmacy benefits managers (PBMs) has plateaued near its lowest point in a decade, while a separate loyalty measure shows a more striking change: Net Promoter Score (NPS) for PBMs has swung from +18 in 2022 to –13 in 2026. These findings come from the new Pharmacy Benefit Manager Customer Satisfaction Report published online today,1 which surveyed 250 benefits leaders about their willingness to recommend a product or service they themselves have used.2
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