-By Joseph Tarnowski

Increasing wait times are fueling shopper demand for self-service options at the pharmacy counter, according to consumer research that claims seven out of 10 pharmacy shoppers are interested in having a kiosk at which to pick up and drop off their prescriptions, including when the pharmacy is closed.

According to a new study by New Hope, Pa.-based pharmacy research firm Wilson Health Information, LLC, more than 70 percent of pharmacy shoppers say they wait in line five or more minutes to pick up their prescriptions, a 10 percent increase from last year. That's problematic enough that it makes self-service options more feasible, says the firm, run by an ex-pharmacist turned researcher.

"Retailers are struggling with prescription volumes, staffing shortages, hours of operation, reimbursement changes, and wait times, yet customers expect their prescriptions to be ready faster; they don't want to wait and they want increased hours of service," says Jim Wilson, Wilson Health's president and a third-generation pharmacist. "As a result customers are reporting increased frustration with long wait times and limited pharmacy hours, so pharmacies must find ways to improve the overall shopping experience and drive customer loyalty."

The report, the WilsonRx Pharmacy Satisfaction Survey, found that pharmacy customers cite convenience, price, and service as most important to their satisfaction. Key contributors to this satisfaction are short lines, convenient pharmacy hours, and after-hours prescription pickup. However, while customers see these conveniences as key reasons to choose one pharmacy over another, their satisfaction in all three areas has declined.