Provet Cloud offers a client feedback survey functionality which allows clients to provide feedback in various metrics through email communications. Client feedback surveys enable you to collect valuable business, visit, and customer service information directly from your clients. Feedback can be used to review, analyze, and improve business performance and practices, or shared with clinic personnel to address any client concerns.
The feedback survey can be enabled or disabled to clinic preference, as well as customised to best encompass your clinic. A client receives the feedback survey within the consultation summary email sent automatically or manually after the visit has been completed and invoice finalized. Clients are able to provide feedback within 7 days of receiving the survey and only complete the feedback survey once per visit.
Email Sending Behavior
As the client feedback survey is included in the visit summary email, your client will need to receive this email prior to receiving the client feedback survey. To review your email sending behaviour, please follow: Settings > Department > Summary email settings > Default behaviour.
Three selections for the setting are available, as shown below:
Email sending behaviour can be set as to send automatically, after a prompted confirmation, or completely manually (do nothing).
Client Interaction Settings
To locate client feedback survey settings, please follow: Settings > Department > Client Interactions.
- Enable/disable - you are able to enable or disable the client feedback survey which is sent by email after consultation is finalized by selecting or unselecting the first setting 'Enable feedback'.
- Feedback type - this setting has 3 available survey scales which can be utilized for clients as a gauge selection.
- Happy faces 1-4 is a scale of green to red smiley faces. There are essentially 2 promotor options and 2 detractors options.
- NPS-EU 0-10 is a scale of 0-10, whereby scoring biases based on cultural differences are taken into account and 8-10 is a promotor rating, 6-7 is a passive rating with 0-5 as a detractor rating.
- NPS 0-10 is a scale of 0-10, most commonly used in the US market, whereby respondents are more likely to provide extreme responses. A promotor rating is 9-10, a passive 7-8, and detractor rating 0-6.
- Update survey text - you are able to update the survey question and also the terms of the scale, as well as the feedback message and heading by adjusting corresponding settings.
- 'Hide' Settings - There are 3 settings available to hide various components of the feedback survey if desired. An example would be the Provet Cloud watermark or the feedback comments field.
Client Feedback Email
Below is an example (Happy faces 1-4) of the feedback survey which the client receives:
In our example, the client can select an icon option to provide rated feedback. A selection of either green smiley faces is a positive review, while the yellow or red is a negative review. Pending email summary feedback settings, the client then will be redirected to a comments box to provide any additional feedback via text.
Feedback Survey Results
Feedback Survey Report
The feedback survey results are visible directly on the main dashboard (for administrator users), as well as accessible from within the reports area. To access the feedback survey results within reporting follow: Reports > Communication > Feedback.
- Start/End date filters reflect the consultation visit dates to which feedback has been provided. They do not reflect the date the feedback was given by the client.
- Survey results are displayed based on survey feedback types selected in settings, such as happy faces (1-4), in a percentage format, a graph format, as well as a data table format.
- Multi-department accounts have the selection ability to refine results to all departments or a specific department.
Interpreting Feedback Survey Results
NPS or Net Promotor Score percentage is the percentage clients are likely to recommend a clinic to a friend or colleague. The ideal percentage is 100%. NPS is calculated based on the percentage of 'promoters' minus the percentage of 'detractors' using a specified rating scale. In the example demonstration below, a rating of 'super happy' or 'happy' is considered a promotion versus 'unhappy' or 'angry' as a detraction. There are 3 positive promotion reviews giving an NPS score of 60% for department 'Jingle Bells'.
These results are also available in a graph format.
Consultation Feedback Results
Feedback survey results will also appear directly within the finalized consultation above the general information section.