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Your Feedback, Our Roadmap: Elevating the PBM Client Experience
Why listening to our mutual clients isn’t just good service — it’s your strategic advantage.
Our 2025 Client Satisfaction Survey reveals what sets us apart: our flexible model, client-centricity, and commitment to saying yes create a meaningful competitive advantage. The results speak clearly — our clients are satisfied, they trust our teams, and they value our expertise.
PBM Satisfaction Trends
The PBM industry faces persistent challenges in transparency, clinical strategy alignment, and cost management effectiveness.
Pressure from rising drug costs and the scrutiny of PBM performance are more closely monitored than ever. In this environment of heightened accountability, our strong client satisfaction results stand out even more.
What Our Clients Value Most
Our clients consistently highlight what matters most to them:
- Responsive, informed support from customer service, account executives, and clinical account executives
- “Getting things done” quickly and clearly
- Alignment with their goals and values
- Low-cost options, substantial rebates, and user-friendly tools
- Smooth resolution when issues arise
These findings align with national research showing that in B2B healthcare, service and support are the strongest drivers of satisfaction, loyalty, and financial outcomes.
Clients report feeling aligned in values and appreciate our flexibility, proactive communication, cost-saving programs, and our commitment to making their jobs more manageable.
In a market where employers report PBMs feel rigid and opaque, our model offers something different. Self-funded payers and employers want clinical and operational teams they can trust. That’s why we’ve made transparency a cornerstone of our approach: our contracts are independently validated by the Validation Institute for transparent pass-through pricing, feature clear definitions of terms, provide client access to data, and include guarantees.
Implementing Insights
Annual surveys also provide invaluable insight into where we can continue strengthening the client experience. The themes from our survey this year aligned closely with national trends — reinforcing that we’re focused on the right priorities, and that continued refinement, not reinvention, will drive the greatest impact.
Like most of the market, our clients are navigating the financial pressures created by GLP-1 utilization. As regulations and FDA-approved uses of GLP-1s rapidly change, our strategies to help clients manage these costs are crucial to client success.
What Comes Next
We greatly value the insights our clients have shared with us, as they play a crucial role in shaping our strategic direction. We are actively incorporating this feedback into our 2026 planning to ensure our solutions continue to align with your evolving business needs and drive mutual success.
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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.
