Pet Owners Satisfied With Vet Visits

Poll shows that effective communication, education most important to customer satisfaction.

Posted: Jan. 13, 2009, 3 a.m. EST

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Vet and kitten
About 92 percent of people who took their pets to a veterinarian in the past three months were very satisfied with their visit, according to a new poll.
About 92 percent of pet owners who took their pets to a veterinarian in the past three months were very satisfied with their visit and would recommend their veterinarian, according to findings from BNReaserach PetPoll 2008, a nationwide telephone survey of pet owners that was released in December covering a range of topics. The client satisfaction portion surveyed 438 pet owners.

However, continued satisfaction rates depend upon effective client education and communication, the poll revealed. Clients who have an “excellent” understanding of their pets’ treatment plans are significantly more likely to follow the plan “all of the time” (86 percent) compared to those who have a “good” understanding (65 percent). Noncompliance increases the probability that the recommended treatment will not work, which also results in a less-than-satisfied client, according to BNResearch.

Also, with household budgets getting tighter due to the economy, RNResearch said it expects more scrutiny and questions related to the cost of veterinary services. One-third of clients rated their hospitals’ explanation of fees and charges as less than “excellent.” If pet owners do not understand the value of the services they are receiving, hospitals are at risk of facing both dissatisfied and lost clients, according to the company.

To help overcome these challenges, BNResearch suggests that veterinarians follow good communication practices such as confirming with the client that they understand what they are told, as well as the use of handouts and videos to reinforce or supplement their discussions.

Another component of the poll evaluated the demand for pet insurance. About 3 percent of the 980 pet owners surveyed had pet insurance. However, nearly all of those pet insurance customers are satisfied with their plans and they are willing to recommend them to others.

The major obstacles hindering the sale of more pet insurance policies are related to cost, according to the poll.

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Reader Comments

FurbabyMama    Hillsborough, NJ

10/22/2010 9:41:38 AM

Miss the old country vets.
New ones are clinical, don't listen, want to run tests rather than 1st look for most obvious in acordance with symptoms. I had a vet charge me $300 to run a test for an ear infection to see if it was viral or bacterial. (In adition to office visit-it was $100 in her fee to take sample and read results, 50 in lab supplies, $150 for test)
Then gave me a $15 bottle of drops that the manufacture's site claimed was effective on viral or bacterial infections.
COULD have started with that and if it didn't work, THEN run the darn tests!

Pat    Omaha, NE

1/14/2009 5:50:32 AM

Good article, just wish vets weren't so expensive.

Sandra    Corydon, IN

1/13/2009 7:32:02 PM

I had to change vets and go to a different town to find a vet I liked. The one in my town only cared about the payment.

Family of Two Adoptees    Bristow, VA

1/13/2009 6:30:09 PM

we love our vet!

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