Pet Love Meets Pet Tech

Companion | December 2025

Written by:

Graham Garrison is an editor and writer with experience in business and trade publications across several industries. He has worked for Veterinary Advantage since 2009.

The human-animal bond has never been stronger – and technology may hold the key to helping pet owners manage the challenges that come with it, according to new research from the Human Animal Bond Research Institute (HABRI) and Chewy Health.

The Pet Health Challenges Study, based on a survey of more than 2,000 U.S. dog and cat owners, found record-high bond scores between people and their pets. Nearly all respondents (97%) said their pet is a member of the family, while 77% called their pet their best friend. Beyond companionship, 90% said their pets have improved their mental or physical health.

But while love for pets is unwavering, caring for them isn’t always easy. The study found 74% of owners face significant challenges, especially around veterinary care, affordability and the emotional toll of leaving pets alone. Gen Zers and multi-pet households reported the highest levels of stress.

“One of the most actionable challenges we uncovered is the difficulty many pet owners face in understanding their pets’ health and behavior,” said Steven Feldman, president of HABRI. “Eighty-two percent of pet owners told us they struggle to understand pet behavior and when they may require veterinary attention and that uncertainty can lead to stress, delayed care and missed opportunities for prevention.”

This is an area where veterinarians can have an immediate impact. Through proactive education, clearer communication, and tools that help owners interpret their pets’ behavior, veterinary teams can help clients feel more confident and connected. “Chewy and other partners in the pet health space can complement these efforts by providing accessible digital resources – from symptom checkers to telehealth consultations – that keep guidance consistent between in-person visits,” Feldman said. “By improving understanding and communication, we can reduce stress for pet owners and make veterinary care feel more collaborative and empowering.”

Satisfaction with veterinary care, the study found, rises sharply when communication expands beyond in-person and phone interactions. Owners reported the highest satisfaction when their veterinarian also used digital tools such as texting, apps, or telehealth, fostering stronger connections and trust.

“This research opens up opportunities for veterinary teams to connect more deeply with pet owners,” said Mita Malhotra, president of Chewy Health. “We’re committed to giving veterinary professionals the tools they need to deliver more tech-forward, personalized care.”

Insights Into Action

Malhotra said Chewy Health is already putting these insights into action by building tools that make it easier for veterinary professionals to strengthen client relationships. “For example, PracticeHub is our free digital platform that streamlines prescription management workflows, allowing practices to digitally write, review and approve prescriptions – freeing up more time for patient care and more meaningful client interactions.”

The organization is also supporting stronger communication between visits through tools like Connect with a Vet, PetMD’s Symptom Checker, and a library of veterinary-reviewed articles that give pet owners trusted guidance in and out of the exam room. Chewy’s CarePlus offerings help families plan for care with wellness and insurance plans that make costs more predictable.

“In our Chewy Vet Care practices, we’ve fully integrated these technologies into the client experience, allowing seamless scheduling, mobile access to medical records, and direct connections to Chewy’s pharmacy and autoship services,” Malhotra said. 
“We also invest in team training to ensure empathy, communication, and technology work together to deliver care the Chewy way – personal, connected, and designed around the human-animal bond.”

To help veterinary professionals apply the survey insights, HABRI and Chewy Health have also released “The Bond Factor,” a practical guide to strengthening the veterinary-client relationship and supporting the evolving needs of modern pet owners.

The Bond Factor points to three key areas that can deepen client relationships:
communication, education, and transparency, Malhotra said. Pet owners report the highest satisfaction when they have multiple ways to connect with their veterinary team, including in-person visits and phone calls, plus at least one digital touchpoint like texting, email or telehealth.

Education also plays a big role. “Pet owners want help interpreting their pets’ health and behavior, so sharing post-visit summaries, educational links, or trusted online tools can go a long way,” Malhotra said. “And finally, being clear about care plans and costs builds trust. When communication is simple and expectations are clear, it’s easier for clients to stay engaged and for teams to stay focused on delivering great medicine.”

Gen Z Redefining Pet Care
Younger generations are changing the playbook for pet care, Feldman said. Gen Zers, in particular, report the highest stress about caring for their pets but also shows stronger human-animal bond and the greatest willingness to use pet care technology to address challenges – they’re already using an average of 3.6 pet-health tools and are interested in nearly five more. “This group values real-time insights, flexibility, and a trusting relationship with their veterinary teams,” he said. “They want to communicate in the same ways they do in other areas of life – through technologies like apps, texting and telehealth. That doesn’t replace the personal relationship with a veterinarian; it enhances it. For the profession, it’s a clear signal that care models blending human connection with digital accessibility will be best positioned to meet the expectations of today and tomorrow’s pet owners.”

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