Millennials want personalized care for their pets in order to remain loyal to their veterinarians, according to a survey put out by Weave, a customer communication platform for service-based businesses.

“Millennials have grown up with technology, and expect that tech will enhance all experiences throughout their lives, including everyday purchases like veterinarian care for their animals,” said Brandon Rodman, CEO at Weave, which is headquartered in Lehi, Utah. “Millennials require tailored services, and that starts with better, more customized communication from their veterinarian clinics that is clear, kind and timely. You can’t provide personalization without the right technology.”

More millennials have pets than kids, and with 75 percent owning a pet, associated spending is continuously on the rise, company officials said. Ninety-two percent of millennials are as concerned about their pet’s health as their own health, according to the survey, which could lead to the reason why 81 percent of them would definitely answer the phone if they saw it was their veterinarian. Only 15 percent of millennials will answer their phone if they don’t know who is calling, according to the survey.

As for millennials’ expectations with veterinarians, 81 percent want their vet to automatically recognize them when they call. Seventy-two percent of millennials, however, reported that they had to wait while their vet looked up their account.

The top drivers of millennial pet clinic loyalty include friendly staff (57 percent), personalized service (49 percent) and a clean office (47 percent).

The reasons that millennials won’t come back to a vet include unfriendly staff (44 percent), long waits (30 percent) and dirty office (42 percent). Overall, 42 percent of millennials have switched vets because they didn’t like their current one.

Other findings: 83 percent of millennials expect a follow-up call or text within 48 hours to check in on their pet after a visit, and 27 percent of millennials expect their vet to be available on social media.

This study was conducted by independent market research agency TrendCandy in Salt Lake City, Utah. The study included 532 U.S. millennials.


This article was originally published by Pet Product News, September 17, 2019.