It’s still January, it’s not too late to set New Year’s resolutions.
We uncovered some interesting data about client churn in veterinary hospitals. We analyzed data from 45 veterinary hospitals across Canada and the United States that saw over 650,000 unique pets, over a 10 year time span. The goal of the research was to gain insight into the behavior of clients at veterinary hospitals.
The focus of this study was to analyze data specifically related to client churn. What we found provides insight into trends to help veterinary hospitals better serve their clients. Here are some of our findings:
1. On any given day, between 1% and 4% of pets that visit a veterinary hospital will never come back.
In our study, most of the pets that left a hospital sought out another hospital for future treatment and a third of the remaining pets passed away.
2. Pets with a wellness plan will visit a hospital twice as often as those without a wellness plan.
Data found pets with a wellness plan visit a veterinary hospital 70% more often and will spend 50% more money compared to those without a wellness plan.
3. Dog owners are more loyal to their veterinary hospital than cat owners.
Adolescent cats are 30% more likely than dogs to seek care from another hospital. The average dog sees the same veterinarian for four years, compared to three years for the average cat.
4. The definition of an “active pet” should vary depending on the age of the pet.
An industry-standard definition for an “active pet” is a pet that has visited within 18 months. This definition is used across the board for cats and dogs of all ages.
Our study found that if a hospital has not seen a puppy for more than 9 months, it is highly likely they will never see the pet again. Only 8% of puppies who haven’t visited in 9 months will return to the clinic.
- The same holds true for a geriatric pet who hasn’t visited the office in the last 12 months.
- Only 10% of dogs over age 10 who haven’t visited in 18 months will return to the hospital.
- Once a pet has been a client for three years, the risk of losing that pet to another hospital is cut in half.
5. Felines that go to a cat-specific hospital are more likely to stay with the same veterinarian.
Retaining feline customers can be a challenge, but utilizing separate dog and cat entrances and lobby areas can help cat owners and their cats feel more comfortable.
6. Trupanion-insured pets are active at a hospital for three times as long as non-Trupanion pets.
On average, a puppy or kitten will remain active at a hospital for three years without Trupanion. If this pet is insured with Trupanion, the average tenure jumps to over 10 years.
Interested to read more of this study? You can get a free copy by downloading it from our website here: Trupanion.com/veterinarians/whitepaper-hospitaldata.