Using a client survey system is necessary for any business wanting to know how their clients view their services or products. Our veterinary practices are using the Net Promoter Score client survey system to monitor how our customers view our services. It has enabled us to ensure that we are the right track with regards to customer service.

1. The Net Promoter Score
An Effective Client Survey Tool
Mike Pownall, DVM
AAEP 2012 Business Education Workshop

2. Why Customer Surveys
• Success of
initiatives
• Problem areas
• Are rumors about
us true?
• Are we as good
as we think we
are?

3. Past Customer Surveys

4. Useless
• Inconvenient
• Intrusive
• Annoying
• Nothing measureable
• <10% response rate

5. The Net Promoter Score

6. The NPS
• Promoters (9-10)
• Passives (7-8)
• Detractors (0-6)
Promoters – Detractors = NPS

7. The NPS
• Promoters (9-10) 30%
• Passives (7-8) 60%
• Detractors (0-6) 10%
Promoters – Detractors = NPS
30%(P) – 10%(D) = 20% NPS

8. Good Profit vs Bad Profit

9. The NPS
McKee-Pownall Equine Services Customer Feedback
Survey
1.
• 4 questions
How likely is it that you would recommend our company to a friend of
colleague?
0 - Not at all likely 1 2 3 4 5 - Neutral 6 7 8 9 10 - Extremely likely
• constantcontact.com
2.
If you scored us above 8 on the above question, what is the primary reason for
the score you gave us?
• Surveymonkey.com
Target clients
350 characters left.
• 3.
If you scored us below 8 on the above question, what is the primary reason for
the score you have us? If you would like to discuss your recent visit and how
it impacted your score, please add your name and number.
• Results shared
350 characters left.
4.
How long have you been a client of McKee-Pownall?
1 year or less
1 - 3 years
3 - 5 years
5 + years
Finish

14. Results

15. Results
• Ave NPS score = 84%
• Ave response rate = 33%

16. What We Have Learned
• Initiatives working
• Good profits
• Empowered staff

17. Challenges
• Time
• Repeating clients
• No industry standard
• Can’t relate to growth

18. Thank You

19. Reference
• mike@mpequine.com
• mpequine.com
• veterinarybusinessmatters.com