VetReviews · FAQ

Questions we get

When the survey goes out, who it comes from, what happens when the news is bad, and what your team has to do about any of it.

Getting it running

Which practice management systems does it work with?: Tell us what you run and we will make it work. We integrate our products across a range of practice management systems already, and adding yours is our problem rather than yours. It is not a reason to wait.
When does the survey go out?: As soon as your system shows the appointment has finished, so it reaches your client before they are back in the car. That timing is the single biggest reason people answer at all, and it is what separates this from a survey emailed out that evening.
Does this change how our front desk works?: Only by subtraction. There is no script at the counter, no tablet by the door, and nothing for anyone to remember. Your managers get a page for responses and follow ups, and that is the only place anyone signs in.
Can we change the questions?: Yes, and most practices do eventually. You get a flow that already works, and an editor for moving questions around: a lane everyone sees, a column for each kind of answer, and a closing question. Drag a question where you want it. There is no way to build a survey that dead ends.

Do you filter out bad reviews?: No. One of the biggest reasons to run this is that you want these reviews reaching your inbox first, so you can do something about them. Often a client just needs to vent, and having done so, that is where the frustration ends instead of finding its way online. Great reviews we want to know about too.
Which review sites can we send people to?: Google, Facebook or Yelp, in the order you choose. You also see how many of the clients you asked actually got there, so you know whether the ask is doing anything.
What happens when someone is unhappy?: They are asked what went wrong and whether they would like a manager to call. Your lead gets an email with the complaint in it, and it goes into a queue showing how long it has been waiting. Clearing it is one click, and the record keeps who cleared it.

What do we actually get back?: Scores by month, how your happy and unhappy clients split, who your clients name by hand, how new clients heard about you, anything waiting on a manager, and the returning clients whose opinion of you dropped.
Does the result go back into our practice management system?: Not yet, and we would like to. Responses live in the VetReviews portal today, and putting the result onto the client record is on the list. The hold up is on the other side: some practice management systems want a cut of our revenue before they will let a product write anything back. If yours does not ask us to sign a contract like that, we will gladly turn this on for you.

Do clients need an account or an app?: No. The link opens the survey and nothing else. No password, no install, nothing to sign into. Anything you have tried before that asked a client to log in is the reason you are asking.
How often does one client get asked?: Once per visit. Two visits a week apart are two surveys, because you want to know about both. Two on the same day are one.
What if a client does not want to be messaged?: Then they are not. A client who replies STOP is done immediately, and a client who already told your practice not to message them is never asked in the first place. A survey that annoys people costs more than it collects.
Could the survey page expose a client's information?: No. It shows no client name and no pet name, by design, and the link only works for the visit it was sent for. You see who answered in your portal.
Do we have to donate to a shelter?: No, it is optional, and you set the amount and the shelters. We suggest it because it is the cheapest thing you can do to lift your response rate. Chick-fil-A gives out sandwiches for the same reason, and our clients are easier to please: they will answer a few questions to send a couple of dollars to a rescue.
What does it cost?: Billed to the practice, like everything else we sell. Get in touch for current pricing.

Tell us what you run your practice on and we will answer it against your actual setup.