What clients want Flashcards
profile of the average pet owner
- female 87%
- married 50%, coupled additional 14%
<><> - suburban 39%
- urban 35%
<><> - income 50-100,000: 23%
- bell curve around this
where do most dog owners get their animals?
- breeder 39%
- shelter or rescue 25%
- family or friend 20%
- online marketplace 19%
- other, pet store, stray
how many vet clients are dog owners vs not? how many dogs do they own?
- 32% do not own a dog
<><> - 49% one dog
- 14% 2 dogs
how many vet clients are cat owners vs not? how many cats do they own?
42% do not own a cat
<><>
- 1 cat 29%
- 2 cats 19%
where do cat owners get their cats?
- animal shelter or rescue 44%
- family or friend 28%
- stray 12%
- online
- other, pet store, breeder
what proportion of pet owners own dogs only? cats only? both?
- 43% dogs only
- 32% cats only
- 25% cats and dogs
what % of pet owners only own 1 pet?
86%
how do people view their pets?
- family member 76%
- child 15%
- best friend 8%
how many years of pet ownership do most clients have under their belt?
- > 15 years
frequency of veterinary visits:
- most people go once or several times in past year
- has been approx 2 years
- has been several years
how long have most clients been with same vet / hospital?
- > 5 years 57%
- 3-5 years 21%
- 1-2 years 13%
- <1 year 8%
most important factors in choosing a veterinarian, for general pop?
- interested in pets well-being
- services reasonably priced
- excellent medical knowledge
- location
- explains things thoroughly
- comforting to pet
most important factors in choosing a veterinarian, for those who visit several times per year?
- interested in pets well-being
- excellent medical knowledge
- price
- location
- explains things thoroughly
Reason for Selecting Current Veterinarian – Same Veterinarian for Two Years or Less
- recommendation
- same vet as for previous pet
- location
most important methods of recommendation?
- in person conversation ~80%
- phone
- text / email
etc.
Reasons for Visiting the Veterinarian LastYear
- vaccine ~ 75%
- sick pet 73%
- heartworm and flea meds
- food
- spay / neuter
Reasons For Not Visiting the Veterinarian in the Last Year
- not necessary - pet healthy 9%
- indoor cat 8%
- too expensive 5%
Most Important Discussion Topics as clients see them?
- vaccine information
- age related changes
- diet / nutrition
- dental / oral health
- heartworm, weight, skin and coat health
Importance of Various Medical Procedures
- spay / neuter
- annual vaccines
- annual checkup
- tick and heartworm prevention
Importance of Clinic Offerings
- evening and weekend hours
- healthcare plans
- online appointment booking
- telemedicine
- medication delivery
importance of seeing same veterinarian?
- somewhat important for ~50% of people
- very important for 33%
Recommendations to Improve Experience
- from clients
- 50% happy as is
- review costs before treatment
- longer hours
- more payment options
preferred method of contact? issues?
- call on cell phone
- 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.
Amount Spent at the Veterinarian Last year
- > 1000; 29%
- 250-500; 24%
- 500-750; 17%
- 750-1000; 16%
amount Willing to Spend on a Veterinary Emergency
- 500-1000; 26%
- 1000-2000; 25%
- <500; 23%
- 2000-4000 and >4000 13% each
Method of Paying for Unforeseen Veterinary Expenses
- credit card
- payment plan with vet
- use savings
Sentiments of Final Veterinary Bill
- higher than expected ~50%
- as expected ~45%
- lower…5%
Sentiments on Cost of Veterinary Products and Services
-food
- services
- drugs
- pet food too expensive
- vet services expensive but fair
- drugs expensive but fair
do you have pet insurance? why not?
- 90% no, too expensive
Most Important Factors for Pet Insurance
- Cost of Monthly Premium 63%
- Coverage for Illness 62%
- Cost of Deductible 44%
- Coverage for Accidents 30%
How Did You Learn About Pet Insurance
- vet
- internet
- friend or relative
<><> - socail media, magazine/newspaper, TV
- breeder
Source of Pet Medications in Last Year
- 70% vet
- 25% did not purchase any
- pet store, human pharmacy… 9% each
Sentiments of Cost of Drugs by Source
overall, -expensive but fair
> less people think too expensive
How Much Would You Be Willing to Pay for medication Delivery
- $10 mostly
liekly to purchase meds from vet webstore?
- 40% likely
- 30% unlikely
