An Effective Client Survey System for Veterinarians
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Transcript of An Effective Client Survey System for Veterinarians
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