宠物主人如何看待和重视兽医护理中的技术

How pet parents view andvalue technology in vet care About this report Vetstoria commissioned 7Insights to carry out asurvey of 2,000 pet parents in the UK and Australiaabout the importance of technology as part of theclient experience. We explored expectations around communicationand interactions with veterinary clinics, includingdigital services and websites. We also askedabout overall levels of satisfaction with vetpractices and likelihood to change vet. Contents 4Executive Summary and Highlights5Introduction – Why Technology’s Role for Vets and Pet Parents is Growing6FrictionlessInteractionsandConvenienceinHighDemand8Why a Strong Online Presence is No Longer just a Nice-to-Have10WhytheSatisfactionGapisanEarlySignalofFutureRisk13AvoidingaYearofClientChurn16TrustandTechnologyareaWinningCombination17Conclusion-BuildingTrustandLoyaltyinanUncertainEra Executive Summary and Highlights Highlights from this research include: Consumers are increasingly reliant on technology toorganise and simplify their busy lives, and pet parentsare no different. They expect to communicate andengage with their veterinary clinics online via theirphones and other devices. Most pet parents consider digitalcommunication and engagementwith their vet clinics to be importantin areas such as booking ofappointments, follow-up summaries,reminder messages, and accessing orsharing of pet health records. They typically want technology to help them bookappointments and summarise follow-up actions,access their pets’ health records, and receive timelyreminders about visits and vaccinations. They also expect user-friendly websites and digitaltools to help them with a range of other use cases,whether dealing with paperwork digitally in advance ofappointments, paying with their phones, or requestingprescription refills online. More than half (58%) of pet parentsreport issues booking appointments,increasing to 73% for 18–34 year-olds and 66% for those living in urbanareas. Vetstoria commissioned a survey of 2,000 petparents in the UK and Australia to better understandpreferences around communication with theirveterinary practices, the importance of digitalsolutions, and their current levels of satisfaction withtheir clinics. Pet parents point to a range of issueswhen trying to book appointmentssuch as lack of available slots (47%),long hold times (41%), inability tobook online (34%) and also beingunable to book when the clinic isclosed (32%). Across both markets the research has revealed asignificant gap between the expectations of petowners of all ages for frictionless interactions, and thetechnology actually provided by their clinics. This shortfall in customer service is most evidentamong younger pet owners, and it is these clientswho are least satisfied with their veterinary clinics andmost likely to be considering a change of practice inthe year ahead. Those who have experienceddifficulty booking appointments areless satisfied with their vet clinics,and almost three times more likely tobe considering a change of vet. The report explores in more detail why vet clinicsshould focus on using better technology to improvethe client experience across all demographics, or risklosing pet parents to practices with better digitalsolutions. Over a third (35%) of pet parents saythey are likely to change their vetclinic in the next year, and this risesto 48% for 18–34 year-olds and 37%for 35–54 year-olds. Introduction – Why Technology’s Rolefor Vets and Pet Parents is Growing The rise of the ‘digital native’ pet parent A range of economic, demographic and technologicalfactors is making it more important than ever forveterinary practices across the world to ensure thatthey are communicating and interacting with petparents as effectively as possible. Pet ownership trends across the globe have also beenreshaped by modern working practices, with the riseof remote and hybrid working. This initial flexibilityallowed a profound demographic shift towardsyounger pet parents. In the UK, for example, almost sixin 10 (59%) of new owners who acquired a pet duringthe pandemic were aged 16-347. And in the UnitedStates, Millennials (those aged 29-44) now make upthe single largest pet-owning generation8. This international report focuses on the UK andAustralia. However, many of the themes and insightsare likely to be relevant across other developedveterinary markets, including those in the EuropeanUnion. The findings in this research are also consistentwith a similar 2025 study carried out in the US1. As the global trend of employers mandating a returnto physical workplaces accelerates, these new ownersare now particularly time-poor, raising the stakesfor convenience, seamless interactions and flexiblecommunication with their chosen veterinary practice. While pet ownership soared to record highs duringthe pandemic (with 51% of UK adults2and 69% ofAustralian households3owning a pet), spendingpatterns have since become more unpredictable. Many prac