Spotlight On: Lakeshore Pet Resort All American Pet Resorts Lakeshore hosts the first annual Customer Service Focus Group
In the words of Sam Walton, “There is only one boss – the customer. And he can fire everybody by simply going somewhere else.” No truer words have ever been spoken. We get it. All American Pet Resorts is committed to delivering exemplary customer service. We do this by listening to the voices of our customers.
Every customer that experiences service at one of our resorts receives a Customer Satisfaction Survey with which they can rate their level of satisfaction. Tabulated survey results provide each pet resort with a Net Promoter Score (NPS). The NPS for the Lakeshore Pet Resort is a whopping 93%! That means that 93% of all customers surveyed are very satisfied with the service they receive at that pet resort. The average in the industry is 86%.
Do you think that the owners and managers of the Lakeshore Pet Resort were satisfied with that? No way. They decided to take listening to the customer to the next level. They hosted 16 customers at their first annual Customer Service Focus Group. The meeting took place at the Pet Resort and lasted 2 hours. Customers broke into three workgroups to brainstorm how All American could better serve them and their pets. Then each workgroup presented their ideas to the entire group for more feedback and ideas. It was GREAT! All American Pet Resorts will use the customer feedback for business and marketing planning so that we continue to exceed customer expectations.
Once all the groups have concluded, we will be publishing the results. Watch for the Focus Group coming to the pet resort in your area.