According to recent research, pet owner satisfaction with veterinary care is most influenced by connection, communication and trust. The satisfaction increases significantly when technology tools, such as texting, apps and telehealth, are used in addition to traditional communication channels.
The Pet Health Challenges Study, conducted by the Human Animal Bond Research Institute in partnership with Chewy Health, was based on a survey of more than 2,000 U.S. cat and dog owners.
The survey also revealed that the human-animal bond is stronger than ever, with 97% of pet owners saying their pet is a member of the family and 77% considering their pet their best friend. Most participants (90%) said pets have helped improve their mental or physical health.
Despite feeling close to their pets, 74% of owners said at least one aspect of pet care was “very” or “extremely” challenging. Notable challenges identified include:
- The emotional toll of leaving pets alone
- Veterinary care
- Quality of life
- Pet behavior
- Pet-inclusive housing
- Affording care and services
- Traveling with pets
“This research opens up a host of opportunities for veterinary teams to connect more deeply with pet owners,” said Chewy Health President Mita Malhotra.
Additional key findings included:
- The emotional toll of leaving a pet alone is the top challenge faced by all demographics.
- The second overall challenge is affording quality veterinary care. This concern affects younger, lower-income and multipet families more than others.
- Pet owners who are more strongly bonded to the animal are more likely to adopt technology solutions. More than 50% of pet owners with the “strongest bonds” are willing to use technology tools, compared to 24% of owners with “strong bonds.” Technology tools most likely to be used focus on helping users afford veterinary care, find a veterinarian or manage their pet’s health care.
- Stronger bonds also equate to a willingness to spend money on a pet, with 52% of owners with the strongest bonds agreeing that money is no object when it comes to paying for pet care.
- Younger pet owners, particularly Gen Zers, report the highest level of stress related to pet care. They are also more interested in buying technology tools, including wearables, telehealth services, symptom checkers, smart feeders and robotic litter boxes.
- 82% of pet owners struggle to understand their pet’s health.
- While pet owners express a strong interest in pet health insurance and discount cards, the adoption rates remain low.