Online Booking and Client Portals: What 2025 Pet Owner Data Shows

Pet Owners Have Gone Digital

The way pet owners interact with veterinary practices has fundamentally shifted. The PetDesk / London Research Pet Parent Survey (2025) — surveying over 3,000 pet owners in the US — found that:

• 77% of pet parents prefer digital communication (text, email, portal) over phone calls for routine interactions
• 68% would choose a practice that offers online booking over one that requires phone-only scheduling
• 52% have used or want to use a client portal to access their pet's medical records

(PetDesk & London Research, 2025)

The Vetsource Pet Owner Report 2024 adds that 64% of millennials — now the largest pet-owning demographic — consider online prescription refills a 'must-have' feature when selecting a veterinary practice (Vetsource, 2024).

The Business Case for Digital Client Engagement

Reduced Phone Volume

Practices that implement online booking report a 30–45% reduction in phone call volume for scheduling-related calls (PetDesk, 2025). This frees reception staff for higher-value interactions and reduces hold times for clients with urgent needs.

Fewer No-Shows

Automated appointment reminders via text and email reduce no-show rates by up to 40% compared to phone-only confirmation (AAHA Practice Efficiency Study, 2023). Two-way confirmation (client confirms via text link) further reduces missed appointments.

Increased Compliance

Client portals that display vaccination due dates, prescription refill status, and upcoming preventive care recommendations increase compliance rates by 15–25% compared to practices relying solely on phone callbacks (Vetsource, 2024).

Revenue Impact

Practices with integrated online booking and client portals report 12–18% higher annual revenue per client due to improved appointment adherence and proactive care compliance (VetSuccess, 2024).

What Pet Owners Want from a Client Portal

Based on the PetDesk 2025 data, the most requested portal features are:

1. Online appointment booking (82% of respondents)
2. Vaccination and medical record access (71%)
3. Prescription refill requests (64%)
4. Secure messaging with the veterinary team (58%)
5. Invoice and payment history (49%)
6. Discharge instructions and aftercare guides (43%)

Implementation Best Practices

Start with Online Booking

This delivers the most immediate ROI. Ensure your booking system supports appointment type selection, preferred veterinarian, and pre-visit questionnaires.

Add Automated Reminders

Layer text and email reminders at 72 hours, 24 hours, and 2 hours before appointments. Include a one-tap confirmation link.

Launch the Client Portal Gradually

Begin with medical record access and vaccination history, then add messaging and prescription refills. Gradual rollout reduces staff training burden.

Communicate the Change

Send a broadcast to all active clients announcing the portal, with a clear call-to-action and setup instructions. In-clinic signage and exam room QR codes drive adoption.

Sources

• PetDesk & London Research. (2025). Pet Parent Digital Communication Survey.
• Vetsource. (2024). Pet Owner Engagement Report.
• AAHA. (2023). Practice Efficiency and Client Retention Study.
• VetSuccess. (2024). Revenue Benchmark Analysis.

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