The 2025 Pet Parent Research Report | PetDesk
The 2025 Pet Parent Research Report
The latest veterinary communication insights from 1,000 North American pet owners.
Gaps in convenience could lead pet owners to change vets
We’ve conducted valuable new research to understand how pet owners view and use technology in veterinary care. We surveyed 1,000 pet parents, exploring their expectations for communication, online interactions, and how satisfied they are with their current vets.
Our findings reveal a significant gap between pet owner expectations and the technology currently offered by many clinics. Pet owners—especially younger generations and those in urban areas—increasingly rely on technology to manage their busy lives, and expect the same convenience and accessibility from their veterinary providers. This includes digital communication, online booking, and easy access to pet health records.
This firsthand account provides detailed insights into pet owner preferences, and highlights the importance of technology in meeting their needs.
Key findings from the Pet Parent Research Report
Client communication and engagement matter
Most pet parents consider digital communication and engagement with their vet clinics to be important across areas such as appointment booking, reminder messages, and access to pet health records.
Pet owners view these areas of customer service as the most important:
Appointment booking is full of friction
Pet parents point to a range of issues when trying to book appointments, such as lack of available slots, long hold times, and the inability to book when the clinic is closed.
Problems Identified
- Lack of available slots
- Long phone hold times
- Unable to book appointment when the clinic’s closed
- Inability to book online
- Difficulty contacting the clinic
- Complicated booking process
The above data is from July to December 2024.
Younger pet parents are less satisfied with appointment booking
More than half of pet parents report issues booking appointments, and this percentage increases for younger pet owners and those living in urban areas.
57% of pet parents have trouble booking appointments with their pets