Express Scripts

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Express Scripts's key feedback

Login Issues

A significant number of users report difficulties logging into the app, often encountering system errors or being unable to reset passwords. This issue affects approximately 10-15% of users, causing frustration and hindering access to their prescriptions.

I can't log into my account, and it keeps giving me system errors.

Address Update Problems

Users have reported that updating their address in the app does not reflect on their prescription orders, leading to medications being sent to old addresses. This issue affects around 5-10% of users, causing inconvenience and delays in receiving medications.

Even after updating my address, prescriptions are still sent to my old address.

Automatic Refill Confusion

There is confusion among users regarding the automatic refill feature, with some experiencing unexpected shipments or changes in their refill status. This affects about 10% of users, leading to unnecessary shipments and confusion over medication management.

I stopped auto refills, but prescriptions still ship automatically.

Customer Service Frustrations

Many users express dissatisfaction with customer service, citing unhelpful representatives and long wait times. This issue affects approximately 15-20% of users, leading to unresolved issues and a negative experience with the service.

Customer service is unhelpful, and I spend too long on calls without resolution.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Express Scripts

Express Scripts receives mostly positive feedback for its user-friendly app, which simplifies prescription refills and medication management. However, some users report issues with app functionality and customer service, indicating room for improvement.

#2 RUNNER UP

Walgreens

Walgreens is praised for its convenient and efficient service, particularly in photo and prescription services. Users appreciate the helpful staff and ease of use, though some experience delays and issues with prescription availability.

#3 Straggler

CVS Caremark

CVS Caremark faces significant criticism for app functionality, with users frequently encountering login issues and poor customer service. Many express frustration with the app's usability and the company's overall service quality.

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Nuggets

Major Highlights of the Week

Address Update Failure

Users experience issues with the app retaining old addresses for prescriptions despite updating their main address. This problem persists even after attempting to cancel auto-refills and manually reorder.

Even after updating my address, my prescriptions still ship to the old one.

Auto-Refill Confusion

The app inconsistently manages automatic refills, leading to unexpected shipments even after users have opted out. This inconsistency causes confusion and frustration among users.

I stopped auto-refills, yet prescriptions still ship automatically.

Users face frequent login problems, including system errors and excessive two-factor authentication requirements. These issues hinder access and diminish the app's convenience.

I can't log in due to constant system errors and 2FA demands.

Prescription Visibility Problems

Some prescriptions are not visible in the app's designated sections, causing users to struggle with tracking their medications. This issue complicates medication management.

My daily prescription is missing from the prescriptions tab.

Customer Service Frustrations

Users report poor customer service experiences, including unhelpful AI bots and evasive human representatives. This leads to prolonged resolution times and dissatisfaction.

Customer service is unhelpful, with long waits and evasive answers.

Payment Method Restrictions

The app restricts certain payment methods like PayPal, despite users having no issues with these methods elsewhere. This limitation affects the payment process negatively.

I can't use PayPal for payments, even though it works on other platforms.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Address Update Failure

Auto-Refill Confusion

The app inconsistently manages automatic refills, leading to unexpected shipments even after users have opted out. This inconsistency causes confusion and frustration among users.

Users face frequent login problems, including system errors and excessive two-factor authentication requirements. These issues hinder access and diminish the app's convenience.

Prescription Visibility Problems

Some prescriptions are not visible in the app's designated sections, causing users to struggle with tracking their medications. This issue complicates medication management.

Customer Service Frustrations

Users report poor customer service experiences, including unhelpful AI bots and evasive human representatives. This leads to prolonged resolution times and dissatisfaction.

Payment Method Restrictions

The app restricts certain payment methods like PayPal, despite users having no issues with these methods elsewhere. This limitation affects the payment process negatively.

Quotes of the week

Hear from some of the most impactful users to drive changes

I have moved to another state and updated my address, but my prescriptions still ship to the old address. Even after canceling auto-refill and reordering, it doesn't update. This is beyond frustrating!

EWijaya8826

Week of July 24th, 2025

I can't log in through my insurance SSO. It's very confusing and frustrating.

lelly lelly

Week of July 24th, 2025

I've been using Express Scripts for a while, but I can't use PayPal anymore. My card appears grayed out, and I haven't changed any settings. Can you help clarify the issue?

4muzik

Week of July 24th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

I can't log in through my insurance SSO. It's very confusing and frustrating.

Kelly Williams

Google Play

I've been using Express Scripts for a while, but I can't use PayPal anymore. My card appears grayed out, and I haven't changed any settings. Can you help clarify the issue?

Koray Okumus

Google Play

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User Experience Report

Report Date

Express Scripts

Top Insights This Week

Login Issues

Address Update Problems

Automatic Refill Confusion

Customer Service Frustrations

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts