Customer journey mapping

Understand how your clients find and use your practice, so that you can smooth and improve the customer experience they receive.

We map the whole customer journey to and through your practice, identifying key touchpoints and highlighting bottlenecks and snags so they can be removed.

£1,800 + VAT£1,800 + VATAdd to basket

Contact us to discuss your requirements

What is customer journey mapping?

Essentially this is one of those ‘obvious when you think about it but just haven’t had time to think about before’ things. Only by mapping out the multiple steps that pet and horse owners take to find, contact, visit, experience, review and re-visit your business can you experience the customer journey as they do.

Onswitch’s customer journey mapping looks at your practice through fresh eyes, examining processes and roles impartially to understand what works and what doesn’t. We highlight barriers and blocks, and identify opportunities to streamline and add more warmth to every touchpoint along the customer journey.

How does it work?

We carry out extensive research, looking at every aspect of your practice’s customer experience and collecting data in three key areas:

Telephone performance reporting (how are clients advised to attend?)
Online audit of website and social media
Assessment of processes and protocols currently in place

This data allows us to plot existing workflows and client footfall, identifying issues and opportunities to:

Optimise financial performance
Prevent burnout of the team
Ensure safe and effective working practices
Boost client recommendation rates

What do I get?

You’ll receive two bespoke customer journey maps, one showing current flow and a second mapping out how the optimal customer journey to and through your practice looks. A member of the Onswitch team will meet with you, either face-to-face or via Zoom, to debrief our findings and outline recommended actions.

Crucially, you’ll get to see your practice through the eyes of your potential clients as they choose whether to use you, or a competitor. Customer journey mapping will help more of them find their way to you, more often.

We can also help with...

Telephone Skills

Using our proven 5 Steps to personalise the care you provide over the telephone helps boost call conversion to as much as 40% in small animal practice, 70% in equine practice.

Find out more

Price Benchmarking

If you want to see how your prices compare with others around you, we’ll call them and find out.

Find out more

HEAR FROM OUR CUSTOMERS

“Just wanted to say a massive thank you for the course - eye opening and so interesting, it has changed the way I think and will handle calls forever”
Camilla ChurchVet and Business Owner, Perth Equine Vets

“Onswitch have been transformative for the structure and management of our practice. We have used them since about 6 months after we opened and we have gone from chaotic disorganised mayhem to chaotic organised mayhem. Exactly the way we like it! Always helpful, always there, they have allowed our business to grow and thrive in a vision that still remains 'us'”
Carly DayVet and Business Owner, Bury St Edmunds Veterinary Centre

“We requested a Business Health Check as we had experienced rather rapid growth at the practice and felt we were losing some direction. Having an outside view of the business have us an honest and real account of where we were, what needed to be done to achieve what we wanted and a framework to support this. We have made inroads into starting processes to improve our ways of working and are enjoying seeing the impact these ongoing developments are already having for our team and our patients. ”
Lucy ButlerAldgate Veterinary Practice

“Onswitch's price checker provided us with some really valuable insights into our competitors and ensured that we were pricing our common procedures competitively. It was really good value and saved us a lot of leg work!”
Ellie LeeBusiness Owner, Manchester Cat Clinic

“We've used the Consult Coach program for a number of years, and find it particularly effective with our early career veterinarians. While filming consultations can be daunting, we find the feedback process is ultimately rewarding and drives positive change. The 7 Steps process gives a clear framework for effective consultations and the personalised feedback helps them improve and gain confidence as well as get better outcomes for clients, pets and their clinics.”
Lindsay EvansGreencross Vets, Veterinary Learning and Development Manager

“Alison's advice has been invaluable both before and after opening our independent small animal practice and helped the practice to thrive. Her wide ranging experience at a national and international level and pragmatic approach are brilliant to give an outside perspective.”
Emily Knight, Business Owner, Wight Vets

“The New Practice Viability Study offered by Onswitch was immensely helpful in starting our new business on solid foundation. Not only did it help me carefully choose our premises but it also opened my eyes to various factors that had never been brought to my attention before. Sophie C and Alison were incredible supportive throughout the entire premises journey and were always available to answer all my questions. I would highly recommend Onswitch's viability study!”
Wojciech WoszczynskiBusiness Owner, Bluebell Veterinary Surgery