Worldwide medical and scientific journal for animal health professionals
Veterinary Focus

Issue number 30.2 Other Scientific

Improving the cat owner experience

Published 22/10/2020

Written by Alison Lambert

Also available in Français , Deutsch , Italiano and Español

Owners increasingly regard their pet as a family member and expect the best quality of care when they choose a veterinary clinic. Alison Lambert reviews the potential for improving the customer experience for both cats and their carers.

Improving the cat owner experience

Key Points

Practices need to make accessing veterinary care easy for cat owners before they visit, with cat-specific advice given via websites, social media and phone calls.

Make the reception area less stressful by offering separate spaces for cats and dogs, quiet environments and elevated shelving for cat carriers.

Nutritional advice should be a standard feature in every consultation with cats, yet this is currently offered in less than half the practices surveyed.

Cats need to be handled respectfully in every clinic visit, an essential feature of a positive customer experience.

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