Evervet Client Experience Survey

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1. When calling Evervet *

Always

Most of the time

Sometimes

Rarely

Never

My call was answered promptly

Telephone staff were polite and helpful

I was offered appointment times to fit my schedule

I was offered a choice between locations

I was put on hold

Staff answered my questions efficiently

I was notified of Covid-19 changes

My details were updated

What is your usual Evervet location?

Prahran

South Yarra

East Melbourne

6. Were you aware that your pet's appointments can also be booked at our South Yarra or East Melbourne branch? *

YES

I had a contactless appointment

Yes

I have had both contactless and social distanced consultations

Clear selection

Covid-19 Processes *

Always

Most of the time

Sometimes

Rarely

Never

n/a

I received a notification of the updated processes prior to my appointment

I had time to read the updated processes prior to my appointment

I found the instructions in the car park easy to follow

I could contact a staff member easily

I felt confident that Evervet were taking the necessary actions

I felt confident that my pet was being cared for in the same manner they have been previously

Always

Most of the time

Sometimes

Rarely

Never

n/a

I received a notification of the updated processes prior to my appointment

I had time to read the updated processes prior to my appointment

I found the instructions in the car park easy to follow

I could contact a staff member easily

I felt confident that Evervet were taking the necessary actions

I felt confident that my pet was being cared for in the same manner they have been previously

2. When arriving at the vet... *

Always

Most of the time

Sometimes

Rarely

Never

I was greeted promptly using my name and my pet's name

The reception staff answered all of my questions

I was treated warmly by the reception staff

My pet was made to feel comfortable

The reception area was clean and comfortable

I found the Covid processes easy to follow

I felt confident that safety measures were being followed

3. When seeing the vet... *

Always

Most of the time

Sometimes

Rarely

Never

My appointment was on time

The vet was friendly and professional

The vet listened to my questions and concerns

The vet spent a sufficient amount of time with me

The vet explained my pet's condition clearly and completely

I was given an accurate estimate of fees for my pet's care

4. Your pet's care *

Always

Most of the time

Sometimes

Rarely

Never

My pet is made to feel comfortable in the consult and hospital

The hospital staff really care about my pet

The services my pet receives represent good value for money

I am kept well informed regarding updates, delays and complications with treatment

Test results and treatment options are discussed in detail

My questions and concerns are answered courteously

5. After your visit *

Always

Most of the time

Sometimes

Rarely

Never

n/a

All medications and follow up plans are discussed clearly

My invoice is always explained to me

Processing my pet insurance claims is made easy

Staff call to follow my pet's progress in a timely manner

Routine health reminders are helpful and convenient

7. What did you like most about your experience?

8. What did you like least about your experience?

9. If you were the manager of Evervet suggest one thing you would do to make it better

Were you aware that our Prahran location is now open until 11pm Monday to Friday?

Yes

Clear selection

Can you name any team members that you would like us to acknowledge for giving exceptional service?

Option 1

Clear selection

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