At Emancipet, access to veterinary care is only one part of what we aim to provide.
We want every person who walks through our doors to have a transformative experience where, yes, high-quality veterinary care is accessible and affordable, but where clients also feel respected, supported and confident in the care their pet receives.
In order to understand whether we’re effectively delivering on that promise, we measure our clients’ satisfaction through direct feedback. One of the tools we use for this is the Net Promoter Score system, a tool developed by global management firm Bain & Company and adopted as the standard of customer experience measurement by large companies like Apple, American Express and Southwest Airlines.
At Emancipet, we’ve used transactional NPS for years, meaning we ask for client feedback directly following their experience with us rather than using relational NPS where organizations periodically ask current or former customers for feedback. This distinction gives us direct insight into what our clients are experiencing in our clinics every day.
Here’s how the process works: Following a visit at one of our Emancipet clinics, clients receive an automated survey asking, on a scale of 0 to 10, how likely they’d be to recommend Emancipet to a friend. Those responses are then averaged on a scale from -100 to 100 to calculate our overall Net Promoter Score.
Over the past 12 months, Emancipet’s rolling Net Promoter Score has been 91.
That number tells us something important. An overwhelming share of the clients who respond are not simply satisfied with their experience. They are willing to recommend Emancipet to someone they know.
And to us, that recommendation is a measure of trust.
The veterinary care industry is deeply personal and often emotional. Our clients trust us with members of their family, often at moments when they are most worried about their pet and concerned about the financial impact of receiving the care that pet needs. When a client is willing to recommend Emancipet to a friend or family member, that recommendation carries weight. It means their experience gave them the confidence to put their own name behind ours.
While our Net Promoter Score helps us measure that trust, the comments clients share help us understand what drives it. Sometimes it’s a smooth experience or the kindness of a staff member. Other times, it’s knowing that affordable care made it possible to get a beloved pet the care they needed.
For one client, Lydia, that trust has been over years of bringing her pets to our clinics. She shared, “Emancipet took wonderful care of my cat and made me feel reassured throughout the process. I’ve used Emancipet services for much of my pets’ life and they’ve helped me be able to afford the best care for my pets.”
Another client, Phillip, shared, “The staff are incredibly helpful and nice. Surgical intake was very well run even with a ton of people. The front desk employees are awesome!”
While we love hearing about the great experiences our clients have in our clinics, we don’t look at this feedback simply for validation of what we’re doing well. We use this as an opportunity to listen and to learn.
Our post-visit surveys give clients a direct way to tell us about their experience. That feedback can, of course, serve as heartwarming reminders of why the work we do matters, but it can also help us identify barriers, strengthen our processes and better understand what our clients need from us.
A Net Promoter Score of 91 is certainly something our team can be proud of. But the goal is not about the score itself. The goal is to consistently create the kind of experience that earns the trust and confidence of our clients to recommend us when friends and family need the kind of veterinary care they can depend on.
Behind every response is a person who trusted us with their pet. And we do not take that trust lightly. We work to maintain a standard of care that allows us to continue earning that trust with every client who walks through our doors.
