Your feedback makes a difference – here’s how we act on it.

5 mins

A few times a year, we ask you to reflect on Animana. Not because we’re chasing scores, but because we genuinely want to understand your experience with our software. What works well? What could be improved? That’s why, through a short survey within the software, we ask questions like: “How satisfied are you with Animana?” and “What would you like to see done differently?”

This feedback is incredibly valuable to us. Animana is constantly evolving, with around 60 software releases each year bringing both minor and significant changes. That’s precisely why it’s so important to listen to your experience within your practice regularly. The more we understand your needs, the better we can improve.

What is CSAT?

CSAT stands for Customer Satisfaction Score, a widely used method for measuring customer satisfaction. In the software world (and beyond), it’s a key indicator of how happy users are with a product or service. It’s not about collecting numbers for the sake of it – it’s about helping us stay on course. If the score drops, we know we need to make a change. If it rises, we’re heading in the right direction.

But to be honest? The real value isn’t in the number. It’s in the comments you leave behind.

What we’re proud of (and what we can still improve)

Many users reported being satisfied with our support, the Animana Help Hub, Animana’s reliability, and the contact with our team. That’s great to read, especially as those are precisely the areas we work hard on.
But there were also signals we take seriously. Comments generally fall into the following categories:

1. “Animana can’t do X”

Sometimes, we read feedback that something isn’t possible in Animana, while in reality it is, or there are alternative ways to achieve the desired result. We understand that it’s not always immediately clear how certain features work, especially in a system with so many possibilities.

That’s why this kind of feedback is so valuable. It helps us identify where extra explanation or training is needed, or where functionality could be made more user-friendly. And if something is missing, particularly when it’s mentioned frequently, we include it in our roadmap and future development considerations.

2. “I didn’t know Animana could already do X”

Some users told us they were unaware of certain features or capabilities in Animana. That’s completely understandable. Animana is constantly evolving, with numerous small and large releases each year, resulting in significant changes, often in small increments. And especially for users who’ve been working with Animana for years, the differences can add up. The Animana from ten years ago isn’t the same as today’s version.

We have great respect for the group of users who’ve ‘grown up’ with Animana and have used our software for much of their careers. At the same time, we realise it’s not always easy to keep up with every change. Your feedback helps us determine where we need to provide better information, training, or explanation. Together with our Product Management, Customer Operations, and Learning and Marketing teams, we provide tips, documentation, and news updates. Our Support colleagues are always ready to assist you personally or offer practical advice.

Want to stay informed about new features actively? It’s a good idea to sign up for our newsletter and regularly check Animana’s homepage for updates. There, you’ll find announcements about new features, as well as tips, explanations, and links to further information.

3. “X feels cumbersome”

We also receive feedback about areas of Animana that don’t feel intuitive or efficient in daily use. Sometimes this is due to technical choices from the past, legacy functionality, or specific regional regulations. In other cases, it only becomes apparent during day-to-day use that a particular process feels more complicated than it needs to be.

These signals provide us with valuable insights into how Animana is used and where the user experience can be improved. We share this kind of feedback internally with our product and design teams and assess together whether improvements can be made. Sometimes it’s a simple interface tweak, a step reordering, or additional in-app guidance. When necessary, we tackle the core functionality and revise it more extensively.

As we continually develop, we can quickly incorporate these insights into future releases. Although not every change is immediately visible, this is precisely the kind of input that leads to structural improvements, often based on the experiences of multiple users.

What we’ve already addressed

We don’t just want to say that we’re acting on your input – we want to show it. So here’s a selection of recent improvements that directly stem from past CSAT feedback (a few examples):

• Thanks to the feedback regarding the rollout of our new email-based login system. We discovered that a specific user journey was causing issues for some users. Shortly after the CSAT closed, we were able to identify this problem through your input and resolve it immediately.
• Our current project to enhance stock management in Animana has greatly benefited from the ideas and insights provided by our research group. Additionally, feedback from the CSAT survey revealed further needs and suggestions that will significantly contribute to the development of this update.
• CSAT feedback has provided valuable insights into various individual workflows. Although we cannot address all of these issues immediately, we evaluate them carefully and incorporate them into our roadmap when possible. In the past, this type of feedback has resulted in more minor yet impactful adjustments, such as enhancements to search functionality and modifications related to active and inactive patients.
• We received numerous comments regarding process optimisation and suggestions for improving efficiency within the practice, including the use of AI. This subject is, of course, also receiving our attention.

We’re also reaching out – step by step – to pet owners who indicated in the survey that they’d like to speak with us. Some of those conversations have already taken place; others will follow soon. We’ve received many valuable responses, and although we try our best to speak to everyone, there’s always a chance someone may have been missed. If that’s the case, please let us know. We’d still love to talk. These one-on-one moments provide us with critical insights and help us better understand what’s happening in practice.

What you can expect from us

We’ll continue to send CSAT surveys within Animana – they serve as our compass. Your comments help us make decisions, improve, and prioritise. And if something hasn’t changed yet, it’s not because we haven’t heard from you, but because we want to ensure it’s done correctly. Our goal is for Animana to suit your daily practice better, and we can only achieve that with your help.

Want to read more or get involved?

Would you like to share your ideas or help us consider improvements? We’d love to hear from you. You can always reach out through our support channels or join our research group to help shape future developments actively. How do we make decisions, and how does your feedback play a part? Read our whitepaper on the Animana development process.