When a major pharmaceutical wanted to help its best U.S. veterinary hospital customers learn how to increase their client satisfaction, they trusted BNResearch, who is viewed as the pioneer in customer satisfaction research with pet owners. At their request, we developed a program that provided each hospital with phone surveys of their clients and quarterly results summarized in easy to understand charts. Feedback from hospitals showed that they used these materials to identify and discuss improvement opportunities with staff members. Hospitals especially liked the actionable nature of the findings and the ability to implement improvements impacting customer loyalty and retention.