Veterinary Business

Onswitch Index names Top 10 practices for telephone customer care

vetreportNovember 18, 2015

Analysis of all the telephone customer care data collected for the Onswitch Index throughout 2015 reveals the best performing UK practice to be Barton Lodge Veterinary Centre, Hemel Hempstead, with the full Top 10 list as follows:

1. Barton Lodge Veterinary Centre
2. City Road Veterinary Centre
3. Barrier Animal Care Clinic
4. Vet4Life
5. Lake View Veterinary Centre
6. Cibyn Veterinary Clinic
7. Purton Veterinary Group
8. Oakfield Veterinary Group
9. Unicorn Vet Group and The Cat Clinic
10. Peter Fenton Equine Vets

Through its Index programme, Onswitch calls 4105 practices across the UK, measuring and reporting a range of standard quantifiable parameters to define the telephone customer experience. Every practice across the UK and Ireland is called at least once each quarter (regardless of whether or not they subscribe to Index reporting), producing the largest and most robust veterinary customer care database in Europe. The top practices all subscribe to the Onswitch Index, proving once more that what gets measured gets better.

Alison Lambert BVSc MMRS MRCVS, Managing Director of Onswitch puts this into context: “Index research presented at BSAVA shows that Index practices offer appointments at three times the rate of non-subscribing practices.

They also achieve higher Index ratings, with an average percentage score for Index practices of 61.94%, compared with 39.08% for non-Index practices. Our Top 10 list highlights what Index practices already know – that when a 5 step telephone customer care service is the norm, along with regular measurement and reporting, a superior customer experience follows.

Sadly, whilst we see a consistently great performance from Index practices, at the other end of the scale, the bottom 500 UK practices are also broadly the same each year, with consistently poor customer care.

We’re delighted to offer our congratulations to all the practices in the Top 10, and especially to the wonderful team at Barton Lodge Veterinary Centre, who have already received their certificate and trophy!”