Measuring the customer experience in practice

“What gets measured gets better”

PurposeTo provide quantitative measure-ment of the customer experience - historically overlooked in terms of significance and value. The Index uniquely allows practices to measure their customer experience accurately and cost effectively, acting as a benchmark level from which to set objectives and chart

progress.

Alison Lambert BVSc MMRS MRCVSMD, Onswitch; Special Lecturer in Veterinary Business, Nottingham Vet School

Onswitch Ltd, 2 Avenue Road, Grantham NG31 6TA • www.onswitch.co.uk

MethodologyThe two monthly Indexes (Small Animal and Equine) are compiled from calls to around 1500 practices monthly, so that each quarter every practice across the UK and Ireland will receive a telephone call from a researcher, all pet and horse owners themselves, asking for advice and information as a potential client. Individual practices are awarded an overall Index score and can thus be compared with the national average data reported each month as well as with other practices sharing their catchment

or specialism.

• Business basics 60.97% 49.2%• Engagement levels 67.17% 58.92%• Information provided 53.35% 31.4%

ImplicationsWith the Index, for the first time practices can understand and map their customer experience, identifying weaknesses and striving for better care through real insight. Any dips in service can thus be identified early and acted

upon before a downward trend sets in.

The data identifies a significantly better performance on almost every parameter from practices which subscribe to the Index.

Day of the week

M T W Th F

inde

x sc

ore

Appointments offered

24%65%

39.08%61.94%

Used animal's name

31% 3%

OverallIndex score

Results