Client: Vets4Pets
Sector: Healthcare / Veterinary Franchise
Services Used: Franchise Enquiry Mystery Shopping, Call Handling Performance Monitoring
The Challenge
Vets4Pets wanted to evaluate how effectively its network handled incoming franchise enquiries. With brand reputation and growth at stake, it was essential that new business leads were managed professionally, promptly, and consistently across locations.
They needed clear insight into how first-contact calls were handled — particularly in terms of response time, professionalism, and follow-up.
Our Solution
Tern developed a B2B mystery calling programme where shoppers posed as potential franchisees. Each call was assessed for clarity, speed, tone and how well staff engaged with the enquiry.
Results were reviewed monthly via Tern’s online dashboard, allowing Vets4Pets to track improvement over time and support local teams in developing their approach.
Results
- Calls being answered on 1st attempt increased from 77.42% to 95.56% over 4 months
- Calls being answered within 6 rings increased from 64.63% to 75.00% in same period