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3. AVM III > What clients want > Flashcards

What clients want Flashcards

1
Q

profile of the average pet owner

A
  • female 87%
  • married 50%, coupled additional 14%
    <><>
  • suburban 39%
  • urban 35%
    <><>
  • income 50-100,000: 23%
  • bell curve around this
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2
Q

where do most dog owners get their animals?

A
  • breeder 39%
  • shelter or rescue 25%
  • family or friend 20%
  • online marketplace 19%
  • other, pet store, stray
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3
Q

how many vet clients are dog owners vs not? how many dogs do they own?

A
  • 32% do not own a dog
    <><>
  • 49% one dog
  • 14% 2 dogs
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4
Q

how many vet clients are cat owners vs not? how many cats do they own?

A

42% do not own a cat
<><>
- 1 cat 29%
- 2 cats 19%

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5
Q

where do cat owners get their cats?

A
  • animal shelter or rescue 44%
  • family or friend 28%
  • stray 12%
  • online
  • other, pet store, breeder
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6
Q

what proportion of pet owners own dogs only? cats only? both?

A
  • 43% dogs only
  • 32% cats only
  • 25% cats and dogs
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7
Q

what % of pet owners only own 1 pet?

A

86%

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8
Q

how do people view their pets?

A
  • family member 76%
  • child 15%
  • best friend 8%
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9
Q

how many years of pet ownership do most clients have under their belt?

A
  • > 15 years
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10
Q

frequency of veterinary visits:

A
  • most people go once or several times in past year
  • has been approx 2 years
  • has been several years
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11
Q

how long have most clients been with same vet / hospital?

A
  • > 5 years 57%
  • 3-5 years 21%
  • 1-2 years 13%
  • <1 year 8%
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12
Q

most important factors in choosing a veterinarian, for general pop?

A
  1. interested in pets well-being
  2. services reasonably priced
  3. excellent medical knowledge
  4. location
  5. explains things thoroughly
  6. comforting to pet
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13
Q

most important factors in choosing a veterinarian, for those who visit several times per year?

A
  1. interested in pets well-being
  2. excellent medical knowledge
  3. price
  4. location
  5. explains things thoroughly
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14
Q

Reason for Selecting Current Veterinarian – Same Veterinarian for Two Years or Less

A
  1. recommendation
  2. same vet as for previous pet
  3. location
  4. google
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15
Q

most important methods of recommendation?

A
  1. in person conversation ~80%
  2. phone
  3. text / email
    etc.
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16
Q

Reasons for Visiting the Veterinarian LastYear

A
  1. vaccine ~ 75%
  2. sick pet 73%
  3. heartworm and flea meds
  4. food
  5. spay / neuter
17
Q

Reasons For Not Visiting the Veterinarian in the Last Year

A
  1. not necessary - pet healthy 9%
  2. indoor cat 8%
  3. too expensive 5%
18
Q

Most Important Discussion Topics as clients see them?

A
  1. vaccine information
  2. age related changes
  3. diet / nutrition
  4. dental / oral health
  5. heartworm, weight, skin and coat health
19
Q

Importance of Various Medical Procedures

A
  1. spay / neuter
  2. annual vaccines
  3. annual checkup
  4. tick and heartworm prevention
20
Q

Importance of Clinic Offerings

A
  1. evening and weekend hours
  2. healthcare plans
  3. online appointment booking
  4. telemedicine
  5. medication delivery
21
Q

importance of seeing same veterinarian?

A
  1. somewhat important for ~50% of people
  2. very important for 33%
22
Q

Recommendations to Improve Experience
- from clients

A
  • 50% happy as is
  • review costs before treatment
  • longer hours
  • more payment options
23
Q

preferred method of contact? issues?

A
  • call on cell phone
  • email
  • call at home
  • test message
    <><>
    At odds with what vets will do! generlaly stop after initial call and email. far more likely to send postcard or letter but clients dont want this.
24
Q

Amount Spent at the Veterinarian Last year

A
  • > 1000; 29%
  • 250-500; 24%
  • 500-750; 17%
  • 750-1000; 16%
25
Q

amount Willing to Spend on a Veterinary Emergency

A
  • 500-1000; 26%
  • 1000-2000; 25%
  • <500; 23%
  • 2000-4000 and >4000 13% each
26
Q

Method of Paying for Unforeseen Veterinary Expenses

A
  1. credit card
  2. payment plan with vet
  3. use savings
27
Q

Sentiments of Final Veterinary Bill

A
  1. higher than expected ~50%
  2. as expected ~45%
  3. lower…5%
28
Q

Sentiments on Cost of Veterinary Products and Services
-food
- services
- drugs

A
  • pet food too expensive
  • vet services expensive but fair
  • drugs expensive but fair
29
Q

do you have pet insurance? why not?

A
  • 90% no, too expensive
30
Q

Most Important Factors for Pet Insurance

A
  • Cost of Monthly Premium 63%
  • Coverage for Illness 62%
  • Cost of Deductible 44%
  • Coverage for Accidents 30%
31
Q

How Did You Learn About Pet Insurance

A
  • vet
  • internet
  • friend or relative
    <><>
  • socail media, magazine/newspaper, TV
  • breeder
32
Q

Source of Pet Medications in Last Year

A
  • 70% vet
  • 25% did not purchase any
  • pet store, human pharmacy… 9% each
33
Q

Sentiments of Cost of Drugs by Source

A

overall, -expensive but fair
> less people think too expensive

34
Q

How Much Would You Be Willing to Pay for medication Delivery

A
  • $10 mostly
35
Q

liekly to purchase meds from vet webstore?

A
  • 40% likely
  • 30% unlikely

3. AVM III (14 decks)

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