The challenge
An animal health brand recognised that veterinary clinics were a key touchpoint for pet owners and wanted to enhance its understanding of pet owners' nutritional needs within this setting. The goal was to validate the extent of these needs to inform which product, knowledge, and service offerings to prioritise to improve satisfaction with their veterinary partners.
What we did
We deployed an online survey with 12,000 pet owners across six key markets, including China, France, Germany, Sweden, the UK, and the USA. The research uncovered noteworthy differences in attitudes and needs between owners of healthy pets and those with sick pets. It also examined how product, knowledge, and service requirements varied across the different markets, providing a nuanced, multi-country perspective.
The impact of the research
We provided our client with actionable recommendations, enabling them to prioritise which products and merchandise to invest resources in, and to explore value-added services and knowledge to offer to pet owners. Through our work together, they were able to provide greater support to veterinary partners and boost satisfaction on a global scale.
