News/Blogs
Friendly, Helpful Customer Service: 2024 Member Survey Results
Balancing member satisfaction with cost-containment initiatives can be challenging. That’s why we make client and member service our priority. You and your clients will have peace of mind knowing members are being taken care of for any plan design you choose.
In our most recent member satisfaction survey, nearly ninety percent of respondents rated the professionalism and helpfulness of customer service as “good” or “very good.” Overall satisfaction was 8.5/10, almost an entire point higher than the industry average of 7.8 (PSG, 2024).
Our commitment to service excellence is also reflected in our operational metrics. With an average speed to answer of just 17.43 seconds, we answer eighty-eight percent of calls within the first 20 seconds. This quick response time contributes to our low call abandonment rate of only one point three percent, ensuring that members receive the support they need promptly.
Some of the many comments we received praising our customer service team included:
- “You have the most amazing customer service people that I have ever dealt with. Every time I call, I get someone who is friendly and kind. I never dread having to call.”
- “The one time I had a problem, the customer service rep was very pleasant and resolved the issue quickly.”
- “Customer service has always been top-notch.”
Feedback like this is common in our member services department. Our staff always works hard to provide quick, friendly, and professional service to members daily. We take care of our clients and their members, leaving you more time to build new business.
By Heather Dilmore, Vice President of Pharmacy Operations
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About Serve You Rx®
Serve You Rx is a full-service pharmacy benefit manager (PBM) with unquestionable flexibility and an unwavering commitment to doing what's best for its clients. With a fervent focus on those it serves, including insurance brokers, consultants, third-party administrators, and their clients, Serve You Rx delivers exceptional service and tailored, cost-effective benefit solutions. Independent and privately held for nearly 40 years, Serve You Rx can implement new groups in 30 days or less and say "yes" to a wide variety of viable solutions. Known for its adaptability, quality, and client-centricity, Serve You Rx aims to be a benchmark for better client service.
