Gaps in convenience could lead pet parents to change vets—here’s what you can do

Pet parents have grown used to the convenience of managing nearly everything on their smartphones, and now anticipate the same level of service from their vets. However, many veterinary clinics are falling short of these expectations, resulting in a surprising number of pet owners considering switching clinics.

We found that a significant portion of pet parents—especially younger, tech-savvy individuals—are feeling the friction of outdated or inconvenient veterinary experiences. To help you stay competitive, we’re analyzing the latest 2025 pet owner data to identify significant service gaps that may cause pet parents to switch vets, along with actionable steps you can take to keep up with the evolving needs of today’s pet parents.

The following statistics come directly from PetDesk’s 2025 Pet Parent Research Report. In this study, we surveyed 1,000 pet owners in North America to explore their preferences around communication with veterinary practices, the importance of digital solutions, and their current levels of satisfaction with their vets. Our findings reveal a noticeable gap between the expectations of pet owners and the technology veterinary clinics currently provide.

The rising demand for digital convenience

Travel, bills, groceries—today’s pet owners expect to handle everything online, and want that same easy experience for their pets’ vet care, too.

Thanks to the latest data, we know what pet owners feel is most important for their pet care in 2025:

• 87% receiving useful reminders for appointments and vaccinations.
• 83% easily accessing or sharing pet health records.
• 78% ability to book appointments at any time on any device.
• 77% communicating with the clinic via text or online chat.
• 75% being able to fill in paperwork ahead of appointments on any device.
• 66% paying on any device, such as through a link sent to their phone.

These expectations are particularly strong among younger demographics. For example, 69% of pet parents aged 18–34 and 63% of urban pet owners report having issues booking appointments. This data supports the fact that lack of ease is becoming more than a challenge for these pet parents—it’s potentially becoming a dealbreaker with their current clinics.

A growing divide between expectations and reality

While pet parents are eager for convenient digital engagement, many clinics simply aren’t offering it. Our 2025 Pet Parent Research Report uncovers statistics that could cause your clinic’s loyal clients to consider switching to a different veterinary provider:

42% of pet parents don’t receive reminders—despite nearly 90% considering them important.

36% of pet parents have accessed or shared their pets’ health records, even though 83% say it’s important to them.

Only 51% say they’ve booked an appointment from a mobile device, but 78% of pet owners view this as valuable.

38% have communicated with a vet clinic by text or online chat, yet 77% report this as an important part of their veterinary experience.

Veterinary client turnover is on the horizon

Clinics could see a significant shift in their client base this year, as 31% of pet parents indicate that they’re likely to switch clinics within the next 12 months. This trend is even more significant among pet owners below the age of 35, with 40% of this younger demographic saying they’re likely to make the switch this year (compared to 12% of pet owners above the age of 55).

The risk of client turnover goes beyond age—42% of pet parents living in urban areas also report that they may switch vets this year. This suggests something important: pet owners aren’t leaving clinics because of poor care—they’re leaving in search of better, more convenient experiences. Today’s pet parents are looking for efficiency, flexibility, and the ability to manage their pets’ routine health needs without picking up the phone.

How veterinary clinics can meet evolving expectations

This disconnect between what pet parents expect and what they receive isn’t just a minor inconvenience—it’s a business risk. Thankfully, however, it’s one you can steer clear from by closing the convenience gap and keeping your clients engaged. Here’s how:

1. Automate reminders and confirmations

Make it easy for pet parents to stay on top of care (vaccines, follow-ups, and wellness exams) with our automated reminders and confirmations. These automatic alerts will help you improve client compliance while reducing your rate of no-shows and last-minute cancellations.

2. Provide pet parents with a mobile app

PetDesk’s pet parent mobile app allows clients to easily access or share pet health records, manage their pets’ health to-do lists, request prescription refills, purchase pet health insurance, and so much more—all without having to give you a call.

3. Enable 24/7 direct booking

Give clients the freedom to book appointments at their convenience, and not just during business hours. With PetDesk Direct Booking, pet owners can accurately schedule your services anytime on any device, freeing your staff from back-and-forth phone calls.

4. Offer two-way texting and live chat

Not every question requires a phone call! Two-way texting lets you text with pet parents to communicate quick updates, prescription refills, or appointment confirmations. Mass messaging is another PetDesk tool that makes it easy to reach any number of pet owners, allowing you to send out promotional offers or clinic updates to all or select clients in just a few taps.

5. Reward loyalty and drive revenue

Our veterinary customer loyalty programs make it easy to deliver ongoing value to your clients by rewarding them with points for every visit or purchase, which they can easily track right from the PetDesk app. Successful PetDesk loyalty programs not only encourage responsible pet ownership, but have also proven to increase clinic revenue by $122k!

6. Digitize paperwork and payments

PetDesk Forms helps you cut down on time spent at the front desk and create a modern, hassle-free experience by letting clients fill out forms before they arrive at the clinic. Plus, with our veterinary payment software, you’ll make each appointment a faster, smoother experience by allowing pet owners to skip the in-clinic checkout process and conveniently pay from their mobile devices (which 66% of pet owners say is valuable to them).

More than a perk, convenience means retention

Pet owners view their pets as family and trust their veterinarians, but that may not be enough to retain them if the experience isn’t convenient. PetDesk’s 2025 Pet Parent Research Report shows that convenience is a major factor in choosing a vet. That’s why clinics that adopt customizable veterinary solutions can better meet evolving client expectations, enhance relationships, improve staff productivity, and achieve long-term clinic success.

Trusted by more than 8,200 veterinary clinics, PetDesk is here to help you reach your goals, alleviate stress and burnout, and remain resilient to client turnover. Whether it’s client communications, PIMS-friendly phones, 24/7 direct booking, AI-powered SOAP notes, or a custom website and digital marketing, our veterinary-specific solutions are designed to close the gap between the technological expectations of pet parents and the reality clinics provide.

Ready to modernize your practice? Don’t wait to fall behind the competition in 2025—schedule a demo with PetDesk right now!