Within the UK veterinary profession, recruitment and retention of team members are two of the biggest issues – it takes time, money and effort to find good people and if they are to stay and do well, it’s vital that they feel connected to, engaged with and motivated by their team.
Within the veterinary profession the marketing spend was traditionally used for attracting and retaining clients, today there are clients on knocking on practice doors and ringing them up daily, so now the marketing spend has to be invested on the internal customer, the team.
Understanding why team members wish to join you and want to leave you is the biggest single priority for a veterinary practice today. And for this reason, team engagement and understanding the reality of the team experience is an essential Key Performance Indicator.
We’ll send you a link to a team survey for up to 30 team members, hosted securely online. Onswitch analyse all the responses submitted by managers, vets, nurses and customer care colleagues to produce a bespoke TeamTrack report, highlighting performance in each of twelve measures of engagement, along with five ‘three words’ summary charts and a team NPS score.
The Onswitch TeamTrack survey contains four elements:
1. Twelve questions inspired by the Gallup Q12 survey, used across the world in businesses large and small. The wording and order of the twelve questions have been crafted to return the most accurate measurement of employee engagement, and ensure data is always robust and comparable over time
2. Three words. We ask the team to give us three words that best describe how they feel about how the practice cares for clients and patients, how it approaches medicine, and how they would describe the workplace to friends and professional colleagues. Using their own language allows team members to honestly describe the practice, and word clouds are created by bringing together everyone’s answers visually. Representing all the three words given proportionately in size according to the frequency of mentions allows key themes to stand out
3. Start / Stop, Do more / Do less. Team members are asked a number of questions about what they would change about the practice, collecting detailed suggestions but also highlighting where there are common threads mentioned by many. This makes it easier for managers and team leaders to prioritise actions
4. TX Score. The Team Experience Score, TX Score, is inspired by the internationally recognised tool NPS. This process works by asking people how likely they are to recommend their workplace as a great place to work to their professional colleagues. They allocate a score on a 0 to 10 scale with promoters score 9 or 10 and would actively recommend, whilst detractors score between 0 and 6 and would definitely not recommend. Passives who score 7 or 8 are discounted and the percentage of detractors is subtracted from the percentage of promoters, to give a final NPS rating. The latest national average NPS rating for UK veterinary practice is -6.
From this we provide you with a report with your teams’ findings along with recommendations of what to do NOW, SOON and LATER to improve your Team Experience (TX) and work towards a strong employer brand.
NOW: Purchase TeamTrack today.
SOON: Within 24 hours Onswitch Team will send you your personal survey link for you to distribute among your team and start the process.
LATER: The Onswitch will provide you with your final report capturing the Team Experience findings and our recommendations.
Just wanted to say a massive thank you for the course [5 Steps Telephone Skills] - eye opening and so interesting, it has changed the way I think and will handle calls forever.
Jackie Elsey, our Customer Care supervisor, receives the Index mystery shopper report each month. The charts are clearly presented, so it’s easy to see how we’ve done, compared both to recent months and to the national average in each measure…
We use the Onswitch Index every month as an accurate and effective tool to randomly monitor the quality of our call answering. In this way we ensure that we maintain our high standards and can give the team appropriate feedback…
Thank you very much for the Mini Fixer Report – two have just come by post and they look really smart. I’ve put a keen member of the team on to it – she’ll look to action the recommendations…
We’re always looking to further improve the service we give to our clients, – we pride ourselves on always going the extra mile, and our Mini Fixer is another tool to help us measure performance…
The Fixer report weighed in at over 100 pages, detailing the findings of a range of research with clients, local owners and pet care businesses, as well as a comprehensive audit of four key aspects of our business…
Onswitch created and led a team session with us a few years back and I was really pleased with the results. Shaping our approach together, as to how we put the customer at the heart of everything we do, was so valuable…