Introduction

The Onswitch Index is the largest veterinary customer care database in the UK, comprised of data collected from calls to over 2,000 practices every month. The Index quantifies telephone customer care provision, allowing benchmarking and comparisons both geographically and over time. Net Promoter Scores measure customer engagement by recording propensity to recommend.

Objectives

Both the Index and the NPS rating are valuable sources of hard data to measure the customer experience - owners recommend a practice when they are happy with its service. This study examines the link between Index scores and NPS ratings.

Methods

Pet-owning Onswitch researchers called practices to ask advice on basic aspects of pet care, scoring three key areas:

 Business index (additional information provided? appointment offered?)

 Engagement index (level of interest shown? names asked and used?)

 Information index (how well was the query dealt with?)

The same callers record Net Promoter Scores - zero being 'would not recommend' up to ten being 'would definitely recommend'.

Results

The data table shows that practices scoring NPS nines and tens also recorded Index scores in the high seventies, whilst those at the other end of the scale rated significantly worse at just 25%. Similarly better Index ratings were found for all three key parameters where NPS scores were nine or ten, as opposed to those practices scoring zero.

National data set = 3,500 practices

Conclusions

The data proves that Index and NPS scores are closely correlated.