an effective client survey system for veterinarians
DESCRIPTION
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.TRANSCRIPT
The Net Promoter ScoreAn Effective Client Survey Tool
Mike Pownall, DVM
AAEP 2012 Business Education Workshop
Why Customer Surveys
• Success of initiatives
• Problem areas• Are rumors
about us true?• Are we as good
as we think we are?
Past Customer Surveys
Useless
• Inconvenient• Intrusive• Annoying• Nothing measureable• <10% response rate
The Net Promoter Score
The NPS
• Promoters (9-10)• Passives (7-8)• Detractors (0-6)
Promoters – Detractors = NPS
The NPS
• Promoters (9-10) 30%• Passives (7-8) 60%• Detractors (0-6) 10%
Promoters – Detractors = NPS
30%(P) – 10%(D) = 20% NPS
Good Profit vs Bad Profit
The NPS
• 4 questions• constantcontact.com• Surveymonkey.com• Target clients• Results shared
Results
Results
• Ave NPS score = 84%• Ave response rate = 33%
What We Have Learned
• Initiatives working•Good profits•Empowered staff
Challenges
•Time•Repeating clients•No industry standard•Can’t relate to growth
Thank You
