Client survey and analysis

Honest and actionable insights

If your clients are unhappy they may not tell you, they’ll drift away and leave a poor review behind. With a client survey you’ll always know how well your team are doing in meeting their expectations, and you can take early action to nip any emerging issues in the bud.

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What is a client survey?

Onswitch’s client survey follows a standard format, allowing comparisons to be made between your results and national data and enabling you to track improvements over time.

A client survey is the only way to get honest feedback from the people who use your services – collecting data anonymously allows you to hear exactly what say when they talk about you with their friends and family.

How does it work?

We’ll send you a link to a client survey hosted online, which you can share with your clients via emails and your social media pages. We recommend that the link remains open for three weeks, allowing as many views as possible to be collected. Questions asked include:

How would you describe the practice?
What could be done differently
How likely are you to recommend? (Net Promoter Scores)
How did you find out about the practice?
Communication preferences
Freehand comments

Once the survey has closed, Onswitch will analyse that data and summarise key points, making recommendations for change where appropriate. Using a mix of quantitative and qualitative data gives a broad picture of client satisfaction levels, whilst our impartial standpoint and knowledge of the ‘typical’ picture in veterinary practice yields deeply insightful results and recommendations.

What do I get?

All responses are analysed and quantitative data is plotted into charts, with freehand comments produced verbatim. Report commentary details common topics and makes informed recommendations to help improve the customer experience further. We recommend that client surveys are undertaken every 12 months.

We can also help with...

Veterinary business consultancy and support

When you need a fresh pair of eyes and an experienced head to help refocus your priorities, Onswitch’s highly experienced team of veterinary business specialists is here for you.

Find out more

Business health check

Just as you recommend regular health checks for the patients in your care, your business benefits from a periodic review of people and processes in order to stay efficient and focused on delivering an excellent customer experience.

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