COVID-19 流行病对兽医客户的满意度和忠诚度产生了负面影响
Journal of the American Veterinary Medical Association
|August 15, 2023
概括
在COVID-19大流行期间,兽医客户的忠诚度和满意度得分下降. 个性化互动,比如以姓名对待客户和物,是提高兽医客户忠诚度的关键.
科学领域:
- 兽医医学 兽医医学 兽医医学
- 客户关系 客户关系
- 流行病影响研究研究.
背景情况:
- COVID-19大流行严重影响了包括兽医护理在内的各种服务行业.
- 了解大流行对客户忠诚度和满意度的影响对于兽医实践管理至关重要.
研究的目的:
- 评估COVID-19流行病与兽医客户忠诚度和满意度之间的时间关联.
- 确定影响大流行期间客户忠诚度的关键因素.
主要方法:
- 分析了从2018年3月到2022年5月的四种兽医实践类型的318,693项客户满意度调查.
- 在COVID-19前 (2018-2020) 和COVID-19 (2020-2022) 期间,客户忠诚度得分 (CLS) 和临床绩效领域的比较.
主要成果:
- 在COVID-19时代,客户忠诚度得分和大多数诊所绩效领域显著下降 (P < .001),专业性仍然很高.
- 在大流行期间,个性化互动显示出与CLS最明显的关联.
- 没有报告个性化互动的客户 (例如,没有被以姓名称呼) 显示CLS显著下降 (9.47至4.88,P<.001).
结论:
- 在COVID-19大流行期间,尽管保持了专业精神,但兽医客户忠诚度得分下降.
- 改善沟通,方便,感知价值和个性化互动可以提高兽医客户的忠诚度.
- 称呼客户和物的名字为兽医诊所提供了一个具体的,可行的策略,以维持客户的满意度和忠诚度.
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