Customer care insights
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.
The Vet CX Customer Care Insights program will allow you to discover what your customers are experiencing when they contact your practice by phone. Members of the program are mystery shopped each month and are asked typical questions that pet owners would generally ask. Each call recording is also provided as a coaching and development tool for your staff.
Vet CX actively partner with you throughout the program to support you to target customer experience improvements.
Month-to-month membership:
> 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.
Annual membership:
>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.
Related articles and podcasts
> Goulburn Veterinary Clinic shifted their CX from below average, to 2nd in the country in less than 12 months using the Customer Care Insight Program as tool. See how they did it!
> Pop quiz: Without counting your medical and diagnostic equipment, what’s the one item in your business you really couldn’t afford to go without? If you answered anything other than “our practice phone” you are seriously undervaluing your greatest business asset. Discover the power of the humble telephone.
> As they say, you never get a second chance to make a first impression. We asked one of our mystery shoppers to share her experience of calling Vet practices of all shapes and sizes from around the country. She shares the biggest faux pas most receptionists make.
