Deciding on CSAT or NPS Surveys

Determining whether Customer Satisfaction (CSAT) surveys or Net Promoter Score (NPS) surveys are better for veterinary clinics depends on the specific goals and priorities of the clinic. Here are some factors to consider when deciding between CSAT and NPS surveys:

• Purpose: Consider the primary objective of the survey. CSAT surveys focus on measuring overall satisfaction with specific interactions or experiences, while NPS surveys focus on gauging the likelihood of clients recommending the clinic to others. If the goal is to assess overall satisfaction and identify areas for improvement in the clinic's services, CSAT surveys may be more appropriate. If the emphasis is on understanding clients' likelihood to promote the clinic and measure customer loyalty, NPS surveys may be a better fit.
• Long-term Goals: Consider long-term goals, if the focus is on improving overall customer satisfaction and service quality, CSAT surveys can provide detailed insights that can guide improvement initiatives. If the primary objective is to build a loyal client base and foster positive word-of-mouth recommendations, NPS surveys can help measure client loyalty and track improvements over time.
• Client Preferences: Lastly, consider the preferences of your clients. Some clients may find multi-question CSAT surveys more engaging, allowing them to provide detailed feedback. Others may appreciate the simplicity of NPS surveys. 

Ultimately, the choice between CSAT and NPS surveys depends on the specific needs, goals, and resources of the veterinary clinic. Reach out to your Customer Success Manager or the Otto support team at support@otto.vet to get more information.