LOYA LT Y
PROGRAM
REPORT
It is our pleasure to be the rst company to share a loyalty
program performance report of this magnitude with the
veterinary profession. It has taken many years to develop
the technology to analyze client behavior with a reward
program.
The loyalty idea started back in 2011 when I found myself
driving out of my way for an oil change just to get a loyalty
stamp on my Jiy Lube card. I realized how much a loyalty
program was inuencing my behavior, and how this could
translate in the veterinary industry. I sincerely believe when
you reward your top clients, they appreciate it. This results
not only in increased spending and happiness, but also in
better patient care.
I hope you nd this collection of data useful and that it inspires
you to think of ways to reward your top clients.
I realized how much a loyalty program was
inuencing my behavior, and how this could
translate in the veterinary industry.
A special note from Dr. Stacee Santi:
Key Takeaways
Rewarded clients visited 3
additional times per year
compared to prior year
Rewarded clients spent
$621 more per year
compared to prior year
Less than 5% of your clients
can boost your revenue
over $100,000+
The more people rewarded,
the more revenue earned
The more engaged the front
desk is at the checkout, the
more revenue earned
3.5%
of Total Client Base
Redeemed the Reward
$91K
Revenue Gain per
Practice per Year
$621
Revenue Gain per
Rewarded Client per Year
Data Summary
28 Practices
12 Months
75K Pet Owners
734
Downloads per Year
23
Requests per Month
89
Seles per Year
Takeaways
Gain and Revenue
Data Summary
28 Practices
12 Months
75K Pet Owners
+ 216% Medications
incl. Parasiticides
+ 173% Vaccines
+744% Labwork + 1353% Exams
+111% Dentistry + 435% Surgery
Rewarded clients spent more time on the following services:
Study Design
Practices included in this report have
had the Vet2Pet app for 12 months
or more.
Transactional data was collected from
the practice management system
and app database.
Only clients (pet owners) with
an active data connection were
analyzed therefore this report is
erring on the conservative side.
The practices vary in size and
location within the US and Canada.
Each practice is using the preferred
standard Vet2Pet Loyalty Program.
Above and Beyond Pet Care Hospital
Lubbock, TX
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
137
# of PMS Connected Users
235
# of Users
1
Average Food Order Requests/Month
N/A
Average Appointment Requests/Month
40
# of PMS Connected Users
46%
% Users Participating in Loyalty Program
25*
# of Rewarded Clients
$2,226.85
$3,051.46
$29,530
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Albemarle Veterinary Health Care Center
Charlottesville, VA
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
283
# of PMS Connected Users
487
# of Users
10
Average Food Order Requests/Month
2
Average Appointment Requests/Month
52
# of PMS Connected Users
86%
% Users Participating in Loyalty Program
96*
# of Rewarded Clients
$2,585.43
$3,292.25
$93,710
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Animal Clinic of Chardon
Chardon, OH
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
439
# of PMS Connected Users
1213
# of Users
11
Average Food Order Requests/Month
6
Average Appointment Requests/Month
90
# of PMS Connected Users
95%
% Users Participating in Loyalty Program
116*
# of Rewarded Clients
$2,460.22
$2,632.47
$86,410
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Animal Hospital of Lake Villa
Lake Villa, IL
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
243
# of PMS Connected Users
359
# of Users
6
Average Food Order Requests/Month
10
Average Appointment Requests/Month
40
# of PMS Connected Users
73%
% Users Participating in Loyalty Program
42*
# of Rewarded Clients
$1,529.31
$2,478.36
$59,740
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Apalachee River Animal Hospital
Dacula, GA
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
579
# of PMS Connected Users
831
# of Users
9
Average Food Order Requests/Month
7
Average Appointment Requests/Month
65
# of PMS Connected Users
69%
% Users Participating in Loyalty Program
148*
# of Rewarded Clients
$2,501.85
$2,928.66
$95,690
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Bayleaf Veterinary Hospital
North Raleigh, NC
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
1730
# of PMS Connected Users
2171
# of Users
58
Average Food Order Requests/Month
34
Average Appointment Requests/Month
314
# of PMS Connected Users
82%
% Users Participating in Loyalty Program
210*
# of Rewarded Clients
$2,218.67
$3,059.41
$203,180
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Bent Tree Animal Hospital
Dallas, TX
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
699
# of PMS Connected Users
1404
# of Users
12
Average Food Order Requests/Month
10
Average Appointment Requests/Month
184
# of PMS Connected Users
86%
% Users Participating in Loyalty Program
134*
# of Rewarded Clients
$2,256.64
$2,441.86
$54,160
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Center Veterinary Clinic
San Diego, CA
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
565
# of PMS Connected Users
970
# of Users
7
Average Food Order Requests/Month
10
Average Appointment Requests/Month
106
# of PMS Connected Users
88%
% Users Participating in Loyalty Program
171*
# of Rewarded Clients
$1,761.33
$2,313.37
$150,760
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Eno Animal Hospital
Durham, NC
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
160
# of PMS Connected Users
225
# of Users
10
Average Food Order Requests/Month
2
Average Appointment Requests/Month
28
# of PMS Connected Users
69%
% Users Participating in Loyalty Program
27*
# of Rewarded Clients
$2,280.88
$2,904.96
$21,410
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Foothills Animal Hospital
Lakewood, CO
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
376
# of PMS Connected Users
441
# of Users
35
Average Food Order Requests/Month
6
Average Appointment Requests/Month
97
# of PMS Connected Users
70%
% Users Participating in Loyalty Program
57*
# of Rewarded Clients
$2,521.55
$3,017.05
$35,810
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Gulf Island Veterinary Clinic
Salt Spring Island, BC
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
211
# of PMS Connected Users
406
# of Users
15
Average Food Order Requests/Month
4
Average Appointment Requests/Month
47
# of PMS Connected Users
82%
% Users Participating in Loyalty Program
51*
# of Rewarded Clients
$2,609.42
$3,540.14
$68,350
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Glen Ellyn Animal Hospital
Glen Ellyn, IL
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
496
# of PMS Connected Users
1047
# of Users
7
Average Food Order Requests/Month
19
Average Appointment Requests/Month
44
# of PMS Connected Users
75%
% Users Participating in Loyalty Program
87*
# of Rewarded Clients
$1,750.34
$2,558.61
$79,070
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Hancock Park Veterinary Clinic
Los Angeles, CA
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
291
# of PMS Connected Users
330
# of Users
6
Average Food Order Requests/Month
9
Average Appointment Requests/Month
15
# of PMS Connected Users
87%
% Users Participating in Loyalty Program
36*
# of Rewarded Clients
$1,087.85
$1,544.97
$26,250
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Headon Forest Animal Hospital
Burlington, ON
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
184
# of PMS Connected Users
271
# of Users
15
Average Food Order Requests/Month
3
Average Appointment Requests/Month
51
# of PMS Connected Users
61%
% Users Participating in Loyalty Program
51*
# of Rewarded Clients
$2,592.85
$2,768.22
$27,090
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Kimbrough Animal Hospital
Longview, TX
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
492
# of PMS Connected Users
633
# of Users
14
Average Food Order Requests/Month
10
Average Appointment Requests/Month
143
# of PMS Connected Users
94%
% Users Participating in Loyalty Program
68*
# of Rewarded Clients
$2,083.04
$3,387.57
$103,290
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Legacy Veterinary Hospital
Frisco, TX
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
363
# of PMS Connected Users
558
# of Users
19
Average Food Order Requests/Month
9
Average Appointment Requests/Month
55
# of PMS Connected Users
64%
% Users Participating in Loyalty Program
86*
# of Rewarded Clients
$3,092.81
$4,291.00
$168,000
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Loch Haven Veterinary Hospital
Orlando, FL
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
750
# of PMS Connected Users
1025
# of Users
8
Average Food Order Requests/Month
8
Average Appointment Requests/Month
94
# of PMS Connected Users
56%
% Users Participating in Loyalty Program
218*
# of Rewarded Clients
$1,906.09
$2,474.60
$173,490
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Mandarin Animal Hospital
South Jacksonville, FL
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
188
# of PMS Connected Users
372
# of Users
4
Average Food Order Requests/Month
2
Average Appointment Requests/Month
29
# of PMS Connected Users
56%
% Users Participating in Loyalty Program
63*
# of Rewarded Clients
$1,552.50
$2,142.33
$54,240
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Ridglea West Animal Hospital
Fort Worth, TX
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
157
# of PMS Connected Users
221
# of Users
7
Average Food Order Requests/Month
2
Average Appointment Requests/Month
33
# of PMS Connected Users
74%
% Users Participating in Loyalty Program
33*
# of Rewarded Clients
$2,729.24
$3,550.03
$40,740
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Steeples Veterinary Clinic
Cranbrook, BC
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
176
# of PMS Connected Users
219
# of Users
3
Average Food Order Requests/Month
3
Average Appointment Requests/Month
49
# of PMS Connected Users
53%
% Users Participating in Loyalty Program
17*
# of Rewarded Clients
$1,123.42
$2,477.98
$25,260
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Taylor Brook Animal Hospital
Auburn, ME
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
198
# of PMS Connected Users
488
# of Users
4
Average Food Order Requests/Month
2
Average Appointment Requests/Month
37
# of PMS Connected Users
79%
% Users Participating in Loyalty Program
18*
# of Rewarded Clients
$1,060.83
$1,569.57
$12,340
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Tipp City Veterinary Hospital
Tipp City, OH
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
784
# of PMS Connected Users
1076
# of Users
5
Average Food Order Requests/Month
4
Average Appointment Requests/Month
95
# of PMS Connected Users
85%
% Users Participating in Loyalty Program
121*
# of Rewarded Clients
$2,375.33
$2,751.89
$170,982
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Town & Country Veterinary Clinic
River Oaks, TX
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
501
# of PMS Connected Users
874
# of Users
9
Average Food Order Requests/Month
18
Average Appointment Requests/Month
120
# of PMS Connected Users
46%
% Users Participating in Loyalty Program
60*
# of Rewarded Clients
$1,067.82
$2,023.98
$68,050
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Watzin Veterinary Clinic
Waterdown, ON
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
402
# of PMS Connected Users
703
# of Users
13
Average Food Order Requests/Month
10
Average Appointment Requests/Month
83
# of PMS Connected Users
75%
% Users Participating in Loyalty Program
183*
# of Rewarded Clients
$2,094.69
$2,317.99
$93,230
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Wauwatosa Veterinary Clinic
Wauwatosa, WI
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
1083
# of PMS Connected Users
1317
# of Users
32
Average Food Order Requests/Month
33
Average Appointment Requests/Month
136
# of PMS Connected Users
80%
% Users Participating in Loyalty Program
154*
# of Rewarded Clients
$1,785.22
$2,906.95
$212,020
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Colorado Veterinary Hospital (Anonymous)
Colorado
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
615
# of PMS Connected Users
903
# of Users
20
Average Food Order Requests/Month
8
Average Appointment Requests/Month
155
# of PMS Connected Users
78%
% Users Participating in Loyalty Program
239*
# of Rewarded Clients
$1,827.54
$2,533.49
$263,759
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Illinois Veterinary Hospital (Anonymous)
Illinois
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
836
# of PMS Connected Users
1437
# of Users
20
Average Food Order Requests/Month
15
Average Appointment Requests/Month
214
# of PMS Connected Users
82%
% Users Participating in Loyalty Program
172*
# of Rewarded Clients
$1,736.92
$2,320.11
$138,520
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
Texas Veterinary Hospital (Anonymous)
Texas
12 month App Performance ending November 2017
*New clients included that did not have transactional data in Pre-Loyalty Program period
248
# of PMS Connected Users
340
# of Users
3
Average Food Order Requests/Month
13
Average Appointment Requests/Month
73
# of PMS Connected Users
92%
% Users Participating in Loyalty Program
12*
# of Rewarded Clients
$1,558.51
$2,448.12
$15,350
Total Revenue Gain to Date
PRE-
Loyalty Program
WITH
Loyalty Program
AVERAGE SPENDING
PER CLIENT PER YEAR
THANK YOU!
Thank you for viewing our Loyalty Program Report!
Feel free to contact us if you like to learn more.
vet2pet.com info@vet2pet.com 970-422-3284