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About Express Scripts' Brand

integrated pharmacy benefit management Among its major competitors, Express Scripts is ranked in 9th place for NPS while Rite Aid is 1st, and AmerisourceBergen is 2nd. Overall, Express Scripts has a negative social sentiment, when analyzing social media channels and online mentions.

Brand at a Glance

55%
Customer Loyalty
2.3/5
Product Quality
2.4/5
Pricing
2.1/5
Customer Service
Express Scripts CMO

Express Scripts Ranking

Express Scripts NPS

Express Scripts's Net Promoter Score (NPS) is a -45 with 23% Promoters, 9% Passives, and 68% Detractors. Net Promoter Score tracks whether Express Scripts's customers would recommend using the product based on a scale of -100 to 100.

Express Scripts Overall NPS

-45
NPS
23%Promoters
9%Passives
68%Detractors
Express Scripts Overall NPS

Express Scripts NPS Trend

-100
-50
0
50
100
May 2021
-52
May 2021-52
Jun 2021
-40
Jun 2021-40
Aug 2021
-46
Aug 2021-46
Sep 2021
-43
Sep 2021-43
Oct 2021
-45
Oct 2021-45
Nov 2021
-47
Nov 2021-47
Dec 2021
-48
Dec 2021-48
Jan 2022
-48
Jan 2022-48
Feb 2022
-43
Feb 2022-43
Mar 2022
-48
Mar 2022-48
Apr 2022
-46
Apr 2022-46
May 2022
-47
May 2022-47

How Other Brands Compare

Express Scripts is ranked #4 for NPS among its competitors. Walmart and CVS Health come in first and second, with UnitedHealth Group coming in at third.

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Express Scripts' Logo
Express Scripts
Walmart's Logo
Walmart
CVS Health's Logo
CVS Health
UnitedHealth Group's Logo
UnitedHealth Group
Global Ranking#-#104#118#198
NPS-45141210
Social Sentiment Calculated by analyzing social media and other online mentionsNegativeNegativeNeutralNegative
Valuation Updated every 24 hours for public companies-$382.64B$92.35B$344.29B

What is NPS

Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"

Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.

Express Scripts NPS by Gender

Female customers rated Express Scripts's NPS 16 points higher than Male customers.

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Male

-74

Express Scripts's NPS was rated -74 by Male customers on Comparably.

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13%
Promoters
0%
Passives
87%
Detractors

Female

-58

Express Scripts's NPS was rated -58 by Female customers on Comparably.

Sign Up to learn about Express Scripts' NPS Score rated by Female customers on Comparably.
17%
Promoters
8%
Passives
75%
Detractors

Express Scripts NPS by Ethnicity

Express Scripts's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.

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-100
-50
0
50
100
Caucasian
-76
Caucasian-76
Other
-67
Other-67

Express Scripts NPS by Age

Express Scripts's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 56-60.

Sign Up for Brand Profile PRO to get the full NPS by Ethnicity data of Express Scripts.
0
20
40
60
80
100
Promoters
0%
Passives
0%
Detractors
100%
41-450%0%100%
Promoters
33%
Passives
0%
Detractors
67%
46-5033%0%67%
Promoters
25%
Passives
0%
Detractors
75%
51-5525%0%75%
Promoters
0%
Passives
0%
Detractors
100%
56-600%0%100%
Promoters
25%
Passives
0%
Detractors
75%
61-6525%0%75%
Promoters
12%
Passives
0%
Detractors
88%
66+12%0%88%

Express Scripts NPS by Usage

Express Scripts's NPS was rated the highest by customers who have used Express Scripts's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.

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-100
-50
0
50
100
Less than 1 Year
-80
Less than 1 Year-80
1 to 2 Years
-100
1 to 2 Years-100
2 to 5 Years
-45
2 to 5 Years-45
5 to 10 Years
-72
5 to 10 Years-72
Over 10 Years
-72
Over 10 Years-72

Express Scripts NPS vs. Competitors

Compared to its competitors, Express Scripts's NPS is rated right below Aetna.

Unlock Express Scripts NPS vs. Competitors Data

Express Scripts' Logo
VS
Rite Aid's Logo
AmerisourceBergen's Logo
Walmart's Logo
CVS Health's Logo
Humana's Logo
UnitedHealth Group's Logo
Anthem, Inc. Logo
Aetna's Logo

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Express Scripts Customer Reviews

Out of the 9 Express Scripts customer reviews 1 was positive and 8 were constructive. Express Scripts customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.

What can this brand most improve?
Get off charging deductibles on life saving scripts. Ain't nobody ever don't this in the insurance world since I been covered. I don't male president and ceo of ES money to pay out $1000 plus on scripts, hence why I pay a weekly balance for MEDICAL INSURANCE to help with paying for scripts.
Review from Saint Louis, MO / Male / Caucasian / 41-45
What can this brand most improve?
ES is the most frustrating pharmacy I have ever dealt with. Their customer service is poor and they can't seem to get the simplest order change correct. The only thing their good at is blaming the doctors office for their errors. I can't stand them and wouldn't recommend them to my worst enemy!
Review from Saint Louis, MO / Male / Caucasian / 66+
What can this brand most improve?
Just an awful company to deal with. Their customer service is not helpful at all. They overall service is just the worst.
Review from Seattle, WA / Female / Hispanic or Latino / 36-40Posted 11 days ago
What can this brand most improve?
Stop customer disruption. Let physicians identify best drug regimen and site of service for their patients.
Review from Saint Louis, MO / Female / Other / 51-55
What do you value most about this brand?
your restrictive prior authorizations of stimulants are hurting my ADHD patients
Review from Saint Louis, MO / Male / Caucasian / 66+

Express Scripts Customer Loyalty

55%

Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.

55% of Express Scripts users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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55
55%
45
45%
Express Scripts Customer Loyalty

Express Scripts Customer Loyalty Score by Gender

Female customers rated Express Scripts's Customer Loyalty score 24% higher than Male customers.

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Male
46%
Yes
Female
70%
Yes

Express Scripts Customer Loyalty Score by Ethnicity

Express Scripts's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.

% who answered "Yes"

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38
out of 100
Caucasian
70
out of 100
Other

Express Scripts Customer Loyalty Score by Age

Express Scripts's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 41-45.

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0
20%
40%
60%
80%
100%
41-45
10%
41-4510%
46-50
70%
46-5070%
51-55
78%
51-5578%
56-60
40%
56-6040%
61-65
78%
61-6578%
66+
55%
66+55%

Express Scripts Customer Loyalty Score by Usage

Express Scripts's Customer Loyalty score was rated the highest by customers who have used Express Scripts's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year
28%
1 to 2 Years
100%
2 to 5 Years
70%
5 to 10 Years
36%
Over 10 Years
36%

Express Scripts Customer Loyalty Score by Industry

Express Scripts's Customer Loyalty score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Tech industry customers.

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Tech
33%
Consulting
40%
Healthcare, Hospitals and Medicine
64%

Express Scripts Customer Loyalty vs. Competitors

Compared to its competitors, Express Scripts's Customer Loyalty score is rated right below Rite Aid.

Unlock Express Scripts Customer Loyalty vs. Competitors Data

Express Scripts' Logo
VS
Anthem, Inc. Logo
CVS Health's Logo
Humana's Logo
Walmart's Logo
UnitedHealth Group's Logo
Aetna's Logo
AmerisourceBergen's Logo
Rite Aid's Logo

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Express Scripts Product Quality

2.3/5

Express Scripts has an overall Product Quality score of 2.3 out of 5 stars rated by its users and customers.

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Express Scripts Product Information

Express Scripts’s product quality score is a 2.3 out of 5 as rated by its users and customers. Reviewers from the Consulting industry rated Express Scripts's product the highest. Reviewers from the Tech industry rated Express Scripts the lowest at 1.5.

Website
http://www.express-scripts.com
Company Size
10,000+ Employees

Industry

Healthcare

Quick Insights into Express Scripts Product Quality

Express Scripts's Product Quality score was rated highest by customers ages 46-50, and rated lowest by customers from the Tech industry.

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Ranked Express Scripts Product Quality the Highest

46-50
3.1
2 to 5 Years
2.1
Consulting
2

Ranked Express Scripts Product Quality the Lowest

Male
1.5
Over 10 Years
1.5
Tech
1.5

Express Scripts Product Quality Score by Gender

Female customers rated Express Scripts's Product Quality score 0.5 stars higher than Male customers.

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Male

1.5/5

Female

2/5

Express Scripts Product Quality Score by Ethnicity

Express Scripts's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.

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0
1
2
3
4
5
Caucasian
1.5
Caucasian1.5
Other
1.8
Other1.8

Express Scripts Product Quality Score by Age

Express Scripts's Product Quality score was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.

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0
1
2
3
4
5
41-45
1.5
41-451.5
46-50
3.1
46-503.1
51-55
2.4
51-552.4
56-60
1.5
56-601.5
61-65
1.6
61-651.6
66+
1.5
66+1.5

Express Scripts Product Quality Score by Usage

Express Scripts's Product Quality score was rated the highest by customers who have used Express Scripts's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year
1.6
1 to 2 Years
1.5
2 to 5 Years
2.1
5 to 10 Years
1.7
Over 10 Years
1.5

Express Scripts Product Quality Score by Industry

Express Scripts's Product Quality score was rated the highest by Consulting industry customers, and the lowest by Tech industry customers.

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Tech
1.5
Consulting
2
Healthcare, Hospitals and Medicine
2

Express Scripts Product Quality vs. Competitors

Compared to its competitors, Express Scripts's Product Quality score is rated right above Aetna, and is preceded by Anthem, Inc..

COMPANYProduct Quality Score
AmerisourceBergen3.8/5
Walmart3.6/5
Rite Aid3.6/5
CVS Health3.6/5
Humana3.5/5
UnitedHealth Group3.5/5
Anthem, Inc.3.5/5
Express Scripts2.3/5
Aetna2.1/5

Unlock Express Scripts Product Quality vs. Competitors Data

Express Scripts' Logo
VS
AmerisourceBergen's Logo
Walmart's Logo
Rite Aid's Logo
CVS Health's Logo
Humana's Logo
UnitedHealth Group's Logo
Anthem, Inc. Logo
Aetna's Logo

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Express Scripts Pricing

Express Scripts ROI & Value For Money

2.4/5

Express Scripts has a value for money and ROI score of 2.4 out of 5 stars rated by its users and customers.

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Express Scripts Pricing Plans

Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Consulting industry. The users from the Tech industry think that they had the lowest ROI from Express Scripts.

Quick Insights into Express Scripts ROI

Express Scripts's ROI score was rated highest by customers ages 46-50, and rated lowest by customers who have used Express Scripts's products/services for Over 10 Years.

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Ranked Express Scripts ROI the Highest

46-50
3.6
2 to 5 Years
2.8
Consulting
2.3

Ranked Express Scripts ROI the Lowest

Other
1.6
56-60
1.5
Over 10 Years
1.5

Express Scripts ROI Score by Gender

Female customers rated Express Scripts's ROI score 0.3 stars higher than Male customers.

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Male

1.7/5

Female

2/5

Express Scripts ROI Score by Ethnicity

Express Scripts's ROI score was rated 1.6 stars by both Caucasian and Other customers on Comparably.

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0
1
2
3
4
5
Caucasian
1.6
Caucasian1.6
Other
1.6
Other1.6

Express Scripts ROI Score by Age

Express Scripts's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 56-60.

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0
1
2
3
4
5
41-45
1.5
41-451.5
46-50
3.6
46-503.6
51-55
2.2
51-552.2
56-60
1.5
56-601.5
61-65
1.6
61-651.6
66+
1.9
66+1.9

Express Scripts ROI Score by Usage

Express Scripts's ROI score was rated the highest by customers who have used Express Scripts's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year
1.7
1 to 2 Years
1.5
2 to 5 Years
2.8
5 to 10 Years
1.8
Over 10 Years
1.5

Express Scripts ROI Score by Industry

Express Scripts's ROI score was rated the highest by Consulting industry customers, and the lowest by Tech industry customers.

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Tech
1.7
Consulting
2.3
Healthcare, Hospitals and Medicine
1.9

Express Scripts Pricing vs. Competitors

Compared to its competitors, Express Scripts's ROI score is rated right above Aetna, and is preceded by UnitedHealth Group.

Unlock Express Scripts ROI vs. Competitors Data

Express Scripts' Logo
VS
Rite Aid's Logo
AmerisourceBergen's Logo
Walmart's Logo
CVS Health's Logo
Humana's Logo
Anthem, Inc. Logo
UnitedHealth Group's Logo
Aetna's Logo

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Express Scripts Customer Service

2.1/5

Express Scripts has an overall Customer Service score of 2.1 out of 5 stars rated by its users and customers.

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About Express Scripts's Customer Service

Address

Saint Louis, MO 63121


Website

http://www.express-scripts.com


Phone Number

(952) 837-7171

Quick Insights into Express Scripts Customer Service

Express Scripts's Customer Service score was rated highest by customers ages 46-50, and rated lowest by customers from the Tech industry.

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Ranked Express Scripts Customer Service the Highest

46-50
2.8
Consulting
2
2 to 5 Years
1.9

Ranked Express Scripts Customer Service the Lowest

Male
1.5
Over 10 Years
1.5
Tech
1.5

Express Scripts Customer Service Score by Gender

Female customers rated Express Scripts's Customer Service score 0.3 stars higher than Male customers.

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Male

1.5/5

Female

1.8/5

Express Scripts Customer Service Score by Ethnicity

Express Scripts's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.

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0
1
2
3
4
5
Caucasian
1.5
Caucasian1.5
Other
1.6
Other1.6

Express Scripts Customer Service Score by Age

Express Scripts's Customer Service score was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.

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0
1
2
3
4
5
41-45
1.5
41-451.5
46-50
2.8
46-502.8
51-55
1.6
51-551.6
56-60
1.5
56-601.5
61-65
1.5
61-651.5
66+
1.5
66+1.5

Express Scripts Customer Service Score by Usage

Express Scripts's Customer Service score was rated the highest by customers who have used Express Scripts's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year
1.7
1 to 2 Years
1.5
2 to 5 Years
1.9
5 to 10 Years
1.5
Over 10 Years
1.5

Express Scripts Customer Service Score by Industry

Express Scripts's Customer Service score was rated the highest by Consulting industry customers, and the lowest by Tech industry customers.

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Tech
1.5
Consulting
2
Healthcare, Hospitals and Medicine
1.5

Express Scripts Customer Service vs. Competitors

Compared to its competitors, Express Scripts's Customer Service score is rated right above Aetna, and is preceded by UnitedHealth Group.

COMPANYCustomer Service Score
Rite Aid3.7/5
AmerisourceBergen3.7/5
CVS Health3.6/5
Humana3.6/5
Anthem, Inc.3.5/5
Walmart3.5/5
UnitedHealth Group3.4/5
Express Scripts2.1/5
Aetna1.9/5

Unlock Express Scripts Customer Service vs. Competitors Data

Express Scripts' Logo
VS
Rite Aid's Logo
AmerisourceBergen's Logo
CVS Health's Logo
Humana's Logo
Anthem, Inc. Logo
Walmart's Logo
UnitedHealth Group's Logo
Aetna's Logo

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Express Scripts as an Employer

3.4/5

Express Scripts has a 3.4/5 stars for its overall company culture rated by their employees

  Express Scripts CEO
top
40%
CEO of Express Scripts

In the Top 40% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Express Scripts scored a -45 for Net Promoter Score and a -7 for Employee Net Promoter Score. NPS gauges how likely a customer of Express Scripts would recommend the brand to a friend. ENPS measures how likely Express Scripts employees would recommend working at Express Scripts to a friend.

Net Promoter Score

-45
NPS Score
23%Promoters
9%Passive
68%Detractors

Employee Net Promoter Score

-7
eNPS Score
25%Promoters
43%Passive
32%Detractors

Global Ranking Snapshot

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4
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5
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6
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Tech
7
Nike  Nike CEO
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Fashion and Beauty