PBM Satisfaction Stalls as Net Promoter Score Turns Negative

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