CUSTOMER SATISFACTION SURVEY
There is no need to identify yourself when you complete this form.
Could you please take a few moments to fill out this survey. The more accurate your answers the
better we can meet your needs.

Q1
Q2
What results were you hoping to achieve by attending the Ocean Reef Veterinary Clinic?
Multiple Responses OK
1. To collect a product/treatment/diet food for my pet
2. To seek treatment for an abnormality or illness (my pet)
3. To have pet groomed or hydrobathed
4. To seek advice on a pet problem
5. To treat or prevent my pet from disease, pain or surgery
6. To seek advice for vaccination for a new pet
7. To have surgery performed on my pet
8. To swim my dog in the hydrotherapy pool
9. Other ______________________________
What were your main reasons for choosing Ocean Reef Veterinary Clinic instead of using other
alternatives.
Multiple Responses OK
1. Friendly staff and pleasant atmosphere
2. External and/or Internal appearance or neatness
3. Were recommended by friends or relatives
4. Dissatisfied with service elsewhere
5. Is closest one available to home and shops
6. Reputation for honesty and quality care
7. My pet is better behaved or relaxed here
8. Other ______________________________
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Q3
What factors do you consider to be important when choosing your Veterinarian?
Multiple Responses OK
1. Level of experience, skill of veterinarian
2. Extra services available e.g. hydrobath, grooming, cat boarding, hydrotherapy pool
3. Recommendations from friends or relatives
4. Proximity to your home, easiest to visit
5. See the Veterinarian you prefer every time
6. Pleasant and enjoyable to visit for pet and owner
7. Extensive or broadest range of services offered
8. Fee structure or price competitiveness
9. Honesty and Integrity of Staff
10. My pet enjoys the visit, or isn’t stressed
11. Other ______________________________
Q4
When thinking of visiting Ocean Reef Veterinary Clinic, do you have any concerns or fears
about doing so? (If no or don’t know, skip question 5)
Single Response only
1. Yes
2. No
3. Don’t know
Q5
If yes, what are your main concern(s):
Multiple Responses OK
1. That it might cost too much
2. That your pet’s condition may be very serious
3. That the visit may be very stressful or unpleasant for the pet
4. The veterinarian may be unable to fix the illness
5. That your pet may require prolonged stay or risky treatments
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Q6
Are there any situations where you would decline to proceed with a recommended treatment
of surgery or dentistry for your pet? (if no skip to question 8)
1. Yes
2. No
3. Don’t know
Q7
If yes, what factors would influence your decision not to proceed with surgery or
Dentistry on your pet?
Multiple Responses OK
1. Could not afford the cost of the procedure
2. Worried about risk of anaesthesia
3. Concerned pet will experience pain
4. Talked out of it by close relatives or friends
5. Not convinced treatment was really necessary
6. Know of cases where similar treatment was unsuccessful
7. Pet is too old to be put through the procedure
8. Other ______________________________
Q8
How did you first hear of, or learn about Ocean Reef Veterinary Clinic?
Single Response only
1. Community Paper
2. Yellow Pages
3. White Pages
4. Radio Sunshine 98.5fm
5. Referral by friends / family
6. Magnet Drop
7. Website
8. Google
9. Social Media – Facebook or Twitter
10. Drive past / Clinic sign
11. Referral by other Vet
12. Boarding kennels
13. Other ______________________________
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Q9
Based on your experiences, what do you think about ‘Ocean Reef Veterinary Clinic compared
to other Veterinary Practices? (Record good and bad points. If not aware of other Veterinary
Practices, record the likes and dislikes of ‘Ocean Reef Veterinary Clinic’).
Strengths (Likes) Describe the pleasing aspects?
Weaknesses (Dislikes) What disappoints you?
Q 10
Thinking about the fees charged by Ocean Reef Veterinary Clinic...
A.
Would you say that Ocean Reef Veterinary Clinic are...
Single Response only
1. Very expensive
2. Quite expensive
3. Reasonable
4. Quite inexpensive
5. Very inexpensive
B.
How would you describe your level of satisfaction with the fees charged by Ocean Reef
Veterinary Clinic? Would you say you were...
Single Response only
1. Extremely satisfied
2. Very satisfied
3. Quite satisfied
4. Neither dissatisfied nor satisfied
5. Quite dissatisfied
6. Very dissatisfied
7. Extremely dissatisfied
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C.
Have Ocean Reef Veterinary Clinic ever exceeded your expectations in any way?
(If no, skip D next question)
Single Response only
1. Yes
2. No
D.
If yes, what did they do?
Q 11 Which of the following services were you aware ‘Ocean Reef Veterinary Clinic offered:
Multiple Responses OK
1. Full ‘in house’ Laboratory blood testing
2. Clipping and grooming
3. Geriatric health profiling and treatment
4. Hydrotherapy swimming pool
5. Treadmill
6. Full ‘in house’ surgery and pain management
7. Dental treatment
8. In hospital treatment sick animals
9. All Veterinary Medical Procedures
10. Referrals to Veterinary specialists
11. Cat boarding
12. DIY Hydrobath
13. Microchipping
14. Puppy Pre-School
15. Pet Weight loss programs
Q12
Do you ever enlist the services of other Veterinary Practices in preference to using ‘Ocean Reef
Veterinary Clinic?
1. Yes
2. No
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Q 13
If yes, who do you use?
Q 14
What influenced your decision to also use this alternative Veterinary Practice?
Q 15
How could Ocean Reef Veterinary Clinic do things differently to improve service and your
satisfaction?
Q 16
How could Ocean Reef Veterinary Clinic have better met your needs and encourage you to use
their service?
Q 17
Could Ocean Reef Veterinary Clinic be doing more for you (ie: offering you something currently
unavailable anywhere now)?
1. Yes
2. No
Q 18
If yes , what could they do?
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Q 19
How would you describe yourself, choosing from the following categories...
A.
1.
2.
3.
4.
5.
Household structure
Single
Couple no children
Couple with children
Single parent
Share house
1.
2.
3.
4.
Finances...
Fully employed
Household member unemployed
Financially secure
Retiree or Pensioner
B.
Q 20
1.
2.
3.
Which age group do you belong to?
18-34 years
35-54 years
55 years and over
Q 21 Would your total household annual income be over or under $60,000?
1. Over
2. Under
Q 22
What is the postcode of the suburb in which you usually live? |____|____|____|____|
Q 23 What is your gender?
1. Male
2. Female
Thank you very much for your assistance, this information will help us to increase the range of
products and services for you and your pet.
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