Customer Care Insights
Our insights program will allow you to discover what your customers are experiencing when they contact your practice by phone.
Every call recordedA coaching tool for your team
Why it matters
The phone is the front door of your practice
Research tells us that the primary contact method for new and existing vet practice customers is the phone.
This means that providing excellent customer experience on in-bound calls to practices is critical for acquiring new customers, retaining existing clients, and providing the best care possible for your patients.
Mystery shopped every month
Members of the program are mystery shopped each month and are asked typical questions that pet owners would generally ask.
Recordings to coach your team
Each call recording is also provided as a coaching and development tool for your staff.
A partner, not just a report
Vet CX actively partner with you throughout the program to support you to target customer experience improvements.
Membership
Choose how you want to measure
Both memberships include monthly mystery shopping, detailed reporting and benchmarking.
Month-to-month
Recordings, reporting and benchmarking, every month.
- Recordings of four mystery shopping calls each month
- Customised customer scenarios based on the category of practice
- Opportunity to customise scenarios for seasonal promotions (e.g.: focus on dental).
- A detailed report on key elements of customer experience
- Benchmarking against direct competitors, state and national averages.
- Quarterly reviews with your Vet CX Success Manager to ensure you are extracting the most value from the program.
Most complete
Annual
Everything in month-to-month, plus deeper competitor insight and coaching.
- All month-to-month inclusions plus:
- Customised competitor scenarios to capture data like price points or service offerings
- An annual 30-minute virtual training or coaching session to be used at your discretion.
Brochure
Everything about Customer Care Insights in one place
Download the brochure to share with your practice team, or get started today with a free two-week trial.
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