Page 96 - Client Coordinator

3045 – Surveys of Clients

Result Statement: To discover the needs and wants of our clients and the public. As a result of this
discovery we will make changes to our current services or provide new ones.
We do this because we are here to provide pet services that is wanted and
needed by our clients

Primary Responsible Position: Client Coordinator

Participating Positions: Director of Admin, Exec Director

Why to Survey: Client surveys have the ability to bring in to light any problems or changing
conditions that can negatively or positively impact our business.

Quality service that is both needed and wanted BY OUR CLIENTS (NOT WHAT
WE WANT) is the difference between keeping clients and losing them. We must
constantly understand what our customers’ needs, wants, and our failures to
meet those expectations. The best way to get this information is with constant
surveying.

Categories to Survey:
1. Client Satisfaction
2. Ease of Booking Appointment
3. Prompt and Courteous greeting
4. Sensitivity to their pet’s needs
5. Wait times
6. Questions answered
7. Cleanliness
8. Value
9. Overall Experience
10. Willingness to return?
11. Willingness to refer a friend
12. Biggest Complaint about Vets

When to Survey:
 Daily within 24 hours of each client visit.
 Not more often than every 90 days with any one customer. (frequent
customers only receive surveys every 3 months).

[96]