An Effective Client Survey System for Veterinarians

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Using a client survey system is necessary for any business wanting to know how their clients view their services or products. Our veterinary practices are using the Net Promoter Score client survey system to monitor how our customers view our services. It has enabled us to ensure that we are the right track with regards to customer service.

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  • An Effective Client Survey System for Veterinarians

    1. 1. The Net Promoter Score An Effective Client Survey Tool Mike Pownall, DVMAAEP 2012 Business Education Workshop
    2. 2. Why Customer Surveys• Success of initiatives• Problem areas• Are rumors about us true?• Are we as good as we think we are?
    3. 3. Past Customer Surveys
    4. 4. Useless• Inconvenient• Intrusive• Annoying• Nothing measureable• <10% response rate
    5. 5. The Net Promoter Score
    6. 6. The NPS• Promoters (9-10)• Passives (7-8)• Detractors (0-6)Promoters – Detractors = NPS
    7. 7. The NPS• Promoters (9-10) 30%• Passives (7-8) 60%• Detractors (0-6) 10%Promoters – Detractors = NPS 30%(P) – 10%(D) = 20% NPS
    8. 8. Good Profit vs Bad Profit
    9. 9. The NPS McKee-Pownall Equine Services Customer Feedback Survey 1.• 4 questions How likely is it that you would recommend our company to a friend of colleague? 0 - Not at all likely 1 2 3 4 5 - Neutral 6 7 8 9 10 - Extremely likely• constantcontact.com 2. If you scored us above 8 on the above question, what is the primary reason for the score you gave us?• Surveymonkey.com Target clients 350 characters left.• 3. If you scored us below 8 on the above question, what is the primary reason for the score you have us? If you would like to discuss your recent visit and how it impacted your score, please add your name and number.• Results shared 350 characters left. 4. How long have you been a client of McKee-Pownall? 1 year or less 1 - 3 years 3 - 5 years 5 + years Finish
    10. 10. Results
    11. 11. Results• Ave NPS score = 84%• Ave response rate = 33%
    12. 12. What We Have Learned• Initiatives working• Good profits• Empowered staff
    13. 13. Challenges• Time• Repeating clients• No industry standard• Can’t relate to growth
    14. 14. Thank You
    15. 15. Reference• mike@mpequine.com• mpequine.com• veterinarybusinessmatters.com

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