To help answer this, we’ve developed a Petcare Excellence Tracking Study (PETS). PETS is a telephone survey that we conduct with customers who have recently visited your practice. We talk to them about their experience with the veterinarian, assistant or technician, the office in general as well as overall satisfaction, and their likelihood to return and recommend you to others.

How many of your customers...

• Value the service you provide?
• Are loyal to your practice?
• Would recommend you to others?

You may be asking why it matters. Research studies have shown that business success and growth hinge on having satisfied customers. As a veterinarian, you take pride in the quality of the care you provide, but high quality care alone may not distinguish you from your competitors.

Customers expect to receive high quality care for their pets – it’s a given. Something that will differentiate you from other practices is the service you provide.

Measuring customer satisfaction helps you learn if you’re providing the service they expect. It tells customers you’re committed to service excellence and to their satisfaction. Most of all, it helps you identify and correct problems so customers stay and become lifetime advocates.