Results tagged “customer service” from Petfinder Blog

Back in April, we surveyed Petfinder visitors about their experiences adopting, or trying to adopt, from shelters and rescue groups. A whopping 2,667 people responded -- and boy, did you have a lot to say (read more about the survey here).

Although 86% of respondents were "very" committed to adopting rather than buying a pet, many were discouraged by a lack of responsiveness from or other bad experience with an adoption group (40% said they had contacted an adoption group about a pet and received NO reply).

Now, Maddie's Fund is working with us to award $50,000 in prize money to Petfinder.com member shelters and rescue groups in the U.S. who demonstrate good customer service. The Put Your Best Face Forward program is designed to encourage shelters and rescues to assess their customer service and entice them to improve it if it is lacking.

Here's how it works, courtesy of Maddie's Fund:

From July 13 through September 18, there will be three ways to win cash awards!

Rescue groups--Check your in-box!
Each week, Petfinder.com will randomly e-mail three member rescue groups with questions about an available dog or cat posted on their website. If they get helpful information about that animal within 24 hours, the rescue group wins $500.

Shelters--Answer the Phone!
Each week, Petfinder.com will randomly call three shelters with questions about an available cat or dog posted on the website. If a live person answers the phone and provides helpful information about that animal (or connects the caller to someone who does), the shelter wins $500.

Be there live with a winning smile!
An "adopter" will randomly visit one selected shelter in a different state each week. If the "adopter" reports that the shelter experience was positive, pleasant and helpful, the shelter will win $2,000.

Read on for recent winners!

Last month, we asked Petfinder visitors like you to take a survey about their experiences adopting, or trying to adopt, from a shelter or rescue group. A whopping 2,667 people responded.

Read the results here and find out what they said about customer service at adoption organizations. Among the questions we asked:

• How was your experience overall?
  
• Have you ever contacted an adoption group and received NO REPLY?
  
• What would make you consider going to a breeder or pet store?

We also asked for write-in answers to questions such as, "Do you have advice for shelters/rescues?" Some examples of the answers we got include:

• "Responsiveness is extremely important for families looking for a pet. I find a lot of rescues either don't respond or are not responsive enough, especially if the only way to contact them is via e-mail."
• "[Have] patience with prospective families as they interact and ask questions regarding their possible new pet. I took a LONG time to decide if my new pet would be 'the one' and the staff were amazingly patient and understanding of my need to make sure this fit would last forever."
• "Don't treat potential adopters like we are the enemy!"
• "As much as I can appreciate their criteria (fenced yard, etc) some things are over the top. I had a rescue turn me down once because I worked and I am single. They wanted someone who stayed home. Are they kidding?"