The Old Golfhouse Vet Group Customer Satisfaction survey

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1. Which of our branches did you attend?

Which of our branches did you attend?   Thetford Watton Brandon Attleborough

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2. How did you find the welcome you received by our receptionist

	Excellent	Good	Average	Below average	Unsatisfactory
Telephone call	*How did you find the welcome you received by our receptionist Telephone call Excellent	Telephone call Good	Telephone call Average	Telephone call Below average	Telephone call Unsatisfactory
Availability of the appointment time you require	Availability of the appointment time you require Excellent	Availability of the appointment time you require Good	Availability of the appointment time you require Average	Availability of the appointment time you require Below average	Availability of the appointment time you require Unsatisfactory
The welcome you received	The welcome you received Excellent	The welcome you received Good	The welcome you received Average	The welcome you received Below average	The welcome you received Unsatisfactory
Answering your questions	Answering your questions Excellent	Answering your questions Good	Answering your questions Average	Answering your questions Below average	Answering your questions Unsatisfactory
Ordering Repeat prescriptions	Ordering Repeat prescriptions Excellent	Ordering Repeat prescriptions Good	Ordering Repeat prescriptions Average	Ordering Repeat prescriptions Below average	Ordering Repeat prescriptions Unsatisfactory
Discussing payment	Discussing payment Excellent	Discussing payment Good	Discussing payment Average	Discussing payment Below average	Discussing payment Unsatisfactory

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3. Please rate the service you received from your Vet

	Excellent	Good	Average	Below Average	Unsatisfactory
Welcoming you and your pet	*Please rate the service you received from your Vet Welcoming you and your pet Excellent	Welcoming you and your pet Good	Welcoming you and your pet Average	Welcoming you and your pet Below Average	Welcoming you and your pet Unsatisfactory
Putting you at ease	Putting you at ease Excellent	Putting you at ease Good	Putting you at ease Average	Putting you at ease Below Average	Putting you at ease Unsatisfactory
Explaining what was happening	Explaining what was happening Excellent	Explaining what was happening Good	Explaining what was happening Average	Explaining what was happening Below Average	Explaining what was happening Unsatisfactory
Clinical examination of your pet	Clinical examination of your pet Excellent	Clinical examination of your pet Good	Clinical examination of your pet Average	Clinical examination of your pet Below Average	Clinical examination of your pet Unsatisfactory
Discussion of treatment options	Discussion of treatment options Excellent	Discussion of treatment options Good	Discussion of treatment options Average	Discussion of treatment options Below Average	Discussion of treatment options Unsatisfactory
Discussing and explaining the cost of treatment options	Discussing and explaining the cost of treatment options Excellent	Discussing and explaining the cost of treatment options Good	Discussing and explaining the cost of treatment options Average	Discussing and explaining the cost of treatment options Below Average	Discussing and explaining the cost of treatment options Unsatisfactory
Did you understand the printed estimate?	Did you understand the printed estimate? Excellent	Did you understand the printed estimate? Good	Did you understand the printed estimate? Average	Did you understand the printed estimate? Below Average	Did you understand the printed estimate? Unsatisfactory
Were any additional unexpected costs explained to you?	Were any additional unexpected costs explained to you? Excellent	Were any additional unexpected costs explained to you? Good	Were any additional unexpected costs explained to you? Average	Were any additional unexpected costs explained to you? Below Average	Were any additional unexpected costs explained to you? Unsatisfactory
Were you satisfied with the outcome of the visit?	Were you satisfied with the outcome of the visit? Excellent	Were you satisfied with the outcome of the visit? Good	Were you satisfied with the outcome of the visit? Average	Were you satisfied with the outcome of the visit? Below Average	Were you satisfied with the outcome of the visit? Unsatisfactory

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4. How did you find the service you received from the Nurse?

	Excellent	Good	Average	Below Average	Unsatisfactory
Greeting	*How did you find the service you received from the Nurse? Greeting Excellent	Greeting Good	Greeting Average	Greeting Below Average	Greeting Unsatisfactory
Putting you at ease	Putting you at ease Excellent	Putting you at ease Good	Putting you at ease Average	Putting you at ease Below Average	Putting you at ease Unsatisfactory
Explanation of what was happening	Explanation of what was happening Excellent	Explanation of what was happening Good	Explanation of what was happening Average	Explanation of what was happening Below Average	Explanation of what was happening Unsatisfactory
Discussion of treatment	Discussion of treatment Excellent	Discussion of treatment Good	Discussion of treatment Average	Discussion of treatment Below Average	Discussion of treatment Unsatisfactory
Availability of appointments	Availability of appointments Excellent	Availability of appointments Good	Availability of appointments Average	Availability of appointments Below Average	Availability of appointments Unsatisfactory
Follow up telephone calls	Follow up telephone calls Excellent	Follow up telephone calls Good	Follow up telephone calls Average	Follow up telephone calls Below Average	Follow up telephone calls Unsatisfactory

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5. If your animal was hospitalised, please answer the following questions giving each question a rating.

	Excellent	Good	Average	Below Average	Unsatisfactory
Were you kept regularly up to date on your pet's progress?	*If your animal was hospitalised, please answer the following questions giving each question a rating. Were you kept regularly up to date on your pet's progress? Excellent	Were you kept regularly up to date on your pet's progress? Good	Were you kept regularly up to date on your pet's progress? Average	Were you kept regularly up to date on your pet's progress? Below Average	Were you kept regularly up to date on your pet's progress? Unsatisfactory
Did you feel that you were well informed about your pet's condition, treatment and aftercare?	Did you feel that you were well informed about your pet's condition, treatment and aftercare? Excellent	Did you feel that you were well informed about your pet's condition, treatment and aftercare? Good	Did you feel that you were well informed about your pet's condition, treatment and aftercare? Average	Did you feel that you were well informed about your pet's condition, treatment and aftercare? Below Average	Did you feel that you were well informed about your pet's condition, treatment and aftercare? Unsatisfactory
Were ongoing costs discussed with you?	Were ongoing costs discussed with you? Excellent	Were ongoing costs discussed with you? Good	Were ongoing costs discussed with you? Average	Were ongoing costs discussed with you? Below Average	Were ongoing costs discussed with you? Unsatisfactory
How do you feel your pet was looked after?	How do you feel your pet was looked after? Excellent	How do you feel your pet was looked after? Good	How do you feel your pet was looked after? Average	How do you feel your pet was looked after? Below Average	How do you feel your pet was looked after? Unsatisfactory
How well do you feel that your pet's needs were met?	How well do you feel that your pet's needs were met? Excellent	How well do you feel that your pet's needs were met? Good	How well do you feel that your pet's needs were met? Average	How well do you feel that your pet's needs were met? Below Average	How well do you feel that your pet's needs were met? Unsatisfactory

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6. Were you made aware of the Healthy Pet Club Loyalty Scheme?

Were you made aware of the Healthy Pet Club Loyalty Scheme?   Yes No

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7. Were you satisfied with the overall service you received?

Were you satisfied with the overall service you received?   Yes No

Please explain your answer

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8. Do you feel you received value for money?

Do you feel you received value for money?   Yes No

Please explain your answer

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9. Would you recommend The Old Golfhouse Vet Group to friends?

Would you recommend The Old Golfhouse Vet Group to friends?   Yes No

Please Explain your answer

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10. Where do you buy your routine flea and worm control products?

Where do you buy your routine flea and worm control products?   Veterinary Surgery Pet Shop Supermarket Other I Don't use any

Please explain your choice of product