CVS Health Consumer Survey

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I How often do you use a pharmacy to fill prescriptions or purchase health-related products?

Weekly or more

2–3 times per month

Once a month

A few times per year

Rarely

Never

Clear selection

Which pharmacy or retailer do you use most often?

CVS Pharmacy

Walgreens

Walmart

Target

Grocery store pharmacy

Independent or local pharmacy

Online or mail-order pharmacy

Other:

Clear selection

What factors matter most when choosing a pharmacy?

Convenient location

Low prices

Insurance coverage

Short wait times

Customer service

Medication availability

Convenient hours

Prescription delivery

Rewards and discounts

How familiar are you with CVS Pharmacy services?

Very familiar

Somewhat familiar

Slightly familiar

Not familiar

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How often do you shop at CVS Pharmacy

Weekly or more

2-3 times per month

Once a month

A few times per year

Rarely

Never

Clear selection

What are your main reasons for choosing CVS

Convenient location

Prescription services

Insurance coverage

Competitive prices

ExtraCare rewards and discounts

Product selection

MinuteClinic or other healthcare services

Long opening hours

I do not choose CVS

Other:

How satisfied are you with your overall experience at CVS Pharmacy?

Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

I have never used CVS

Clear selection

How would you rate CVS compared to other pharmacies you have used?

Much better

Somewhat better

About the same

Somewhat worse

Much worse

I have not used enough pharmacies to compare

Clear selection

What is the biggest problem you have experienced with CVS, if any?

High prices

Long prescription wait times

Poor customer service

Medication availability

Insurance or billing problems

Limited product selection

Issues with the app or website

Limited healthcare services

I have not experienced any problems

I have never used CVS

Other

Have you ever chosen another pharmacy instead of CVS because of price, wait times, service or convenience?

Yes

I have never used CVS

Clear selection

What do you believe CVS does better than other pharmacies or healthcare company’s, if anything?

Convenience and locations

Prescription services

Discounts and rewards

Healthcare services

Digital tools

Insurance or prescription benefit services

Nothing better than competitors

Not familiar enough to say

Other

Have you used the CVS mobile app or website to manage prescriptions, request refills or access rewards

Frequently

Sometimes

Rarely

Never

I was unaware of these services

Clear selection

How satisfied are you with CVS ExtraCare rewards and discounts?

Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

I have never used ExtraCare

Clear selection

Which improvement would most encourage you to use CVS more often?

Lower prices and better discounts

Faster prescription processing

Better customer service

An easier-to-use mobile app

More convenient prescription delivery

Better rewards for repeat customers

More convenient healthcare services

Better communication about prescription status

None of these

Other:

Clear selection

How concerned are you about the cost of prescription medications?

Extremely concerned

Very concerned

Moderately concerned

Slightly concerned

Not concerned

Not applicable

Clear selection

Have you ever delayed or avoided purchasing prescribed medication because of its cost?

Yes

Prefer not to say

Clear selection

Which healthcare services would you find most useful at a pharmacy?

Vaccinations

Basic health screening

Medication consultations

Treatment for minor illnesses

Wellness advice

Virtual healthcare appointments

Prescription delivery

None of these

How interested would you be in accessing prescriptions, healthcare appointments and health screenings through one connected service?

Extremely interested

Very interested

Monderately interested

Slightly interested

Not interested

Clear selection

Before today, which of the following services or businesses did you know were associated with CVS Health?

CVS Pharmacy

Aetna health insurance

CVS Caremark pharmacy benefit services

MinuteClinic

Oak Street Health

None of these, other than CVS Pharmacy

How likely would you be to use CVS MinuteClinic or another CVS healthcare service if it were convenient and affordable?

Very likely

Somewhat likely

Monderately interested

Neither likely nor unlikely

Very unlikely

I already use thes services

I am unfamiliar with these service

Clear selection

What would make you more likely to choose CVS over its competitors?

Lower prices

Faster prescription services

Better customer service

More convenient locations or hours

Better digital services

More healthcare services

Better rewards and discounts

More reliable medication availability

More convenient delivery

Other

What is the single biggest improvement CVS could make to better serve its customers?

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