THIRTEEN pet hospitals in Shenzhen recently were surveyed for a Net Promoter Score (NPS), the Shenzhen Special Zone Daily reported.

The results suggest that the average NPS of these hospitals is 18.94. Among them, the top three are Lianhe pet hospital (NPS 37.93), the Yixin pet hospital (34.00) and Puppy Town Animal Hospital (25.00).

The survey was conducted by Shenzhen Institute of Consumption Quality under the guidance of Futian and Bao’an Consumer Council.

There are over 100 registered pet brands across the city. The number of local outlets exceeds 300. However, the quality of these hospitals is at different levels, said the report.

The investigation received 1,191 valid randomized surveys, which were centered on nine aspects, namely qualifications, staff level, medical equipment, service fees, professionalism of treatment, environment, popularity, service attitude and return visit service.

The results show that service fees are the main reason for recommendations, followed by service attitude and store environment, while pet cleaning and grooming services are favored by consumers.

Additionally, customers emphasize professionalism and medical equipment when it comes to treatment and medical examination, and service attitude and fees when it comes to pet cleaning and grooming services.

Regarding pet boarding services, customers value the store environment and service attitude.

According to data from Shenzhen Consumer Council, after-sales service, service quality and product safety were the things that were most complained about by customers last year.

The authority advised consumers to choose standardized pet hospitals with qualified veterinarians and not to purchase cheap package deals without careful consideration.

(Wang Jingli)