Simply put, client follow-up is fundamental to any successful Veterinary practice strategy. Many veterinary practices rely upon voluntary feedback. A winning strategy includes a means to obtain unbiased satisfaction measurement and comparison. Consider the following statistics:

Only 1 out of 26 dissatisfied clients voluntarily complain, but 7 out of 10 never return! Plus, each unhappy client tells an average of 8 others about their experience!

There are many ways to keep clients coming back to a practice, but knowing what your clients want is the first crucial step to meeting their needs and desires. Leading veterinary practices rely on MarketWise Veterinary Management Consultants to survey new clients and measure performance and provide valuable information to improve client satisfaction. By highlighting your practice’s strengths, and outlining areas that require attention you and your health care team can correct these deficiencies to improve your service delivery and ultimately your client and patient satisfaction.

Our New Client Satisfaction Phone Survey Program provides a snapshot of your current level of service, uncolored by previous experiences. Studies have found that statistically there is no difference between “New clients” and “established” client surveys. Since new clients are a relatively small and easily identifiable segment of your practice they can represent your entire active client population. We recommend that each new client be surveyed. However, Marketwise Veterinary Practice Consultants will work with you to decide how many or as few new clients you wish to survey each month.

On your behalf, our staff conducts succinct yet detailed personal interviews, collecting valuable data while expressing gratitude. Major or time sensitive issues, such as complaints are reported to you the very next day. The call data is provided and the complete statistical and trend analysis is reported typically on a monthly basis. Our Survey reports are an important method to gauge how your practice is doing and what it can do to improve service, facilities, curb appeal, and interactions with veterinarians and support staff.

In today’s increasingly competitive market, driven by informed consumers with high expectations, MarketWise Veterinary Management Consulting can provide that extra edge in your efforts to acquire and retain clients.