Pet Focused Care, Human Centered Experience
Client Experience Matters
A positive client experience improves satisfaction, strengthens loyalty, and drives referrals.
Pet owners expect exceptional care for their furry family members. Research across industries shows that businesses optimizing customer experience achieve higher revenue growth and improved operational efficiency.
Happy clients means healthy pets and healthier performance.
Why PetCX
Improve your practice
We provide deep-dive research into the client journey, uncovering key drivers of satisfaction and areas of improvement. Our insights empower you to:
- Enhance Client Engagement
Identify what drives satisfaction and referrals - Create Value-Added Services
Discover unmet needs and tailor offerings - Improve Staff Performance
Gain data-driven insights into client interactions - Optimize Messaging
Align communication with client expectations
How Well Do You Know Your Clients?
You interact with pet owners every day—but do you know what truly shapes their loyalty, trust, and long-term engagement with your practice?
- What do clients value most in their veterinary experience?
- What builds their trust—and what erodes it?
- How do they perceive your team’s communication and empathy?
- What role does convenience, cost or environment play in satisfaction?
Understand what’s important. Measure what matters.
How it Works
Our Research Process
Not all feedback is created equal. Market research is designed to be objective, structured, and representative—ensuring the data you collect is accurate and actionable. Unlike casual conversations, reviews, or internal surveys, market research eliminates bias and guesswork. It provides a true pulse of your client base, allowing you to track progress over time, benchmark against peers, and make decisions with confidence.
PetCX brings this level of research within reach—professionally executed, hassle-free, and built to deliver clarity, context, and meaningful action.
Administration
Seamless survey management.
From setup to distribution and follow-up, every aspect of survey execution is handled to ensure research runs smoothly and effectively.
Advanced Analysis
Clear, data-driven insights.
Advanced analytics transform raw responses into meaningful patterns—highlighting trends, strengths, and areas for improvement.
Time-Tracking & -Benchmarks
Track progress with perspective.
Results are measured over time and evaluated against relevant benchmarks to provide context and guide strategic planning.
Actionable Insights
Turn findings into action.
Clear, practical recommendations are delivered—rooted in data and designed to drive meaningful improvement with confidence.
Meet
The PetCX Team
Nicole DeFalco | Founder/CEO
Nicole DeFalco is an insight expert with over 25 years of experience conducting market research and data analysis. She has led research initiatives at Fortune 500 companies in the technology, pharmaceutical, and food service industries, but her passions have always been about her pets. She now leverages her considerable research expertise to provide comprehensive customer experience data to pet care providers.
She and her senior dog Chopper enjoy (very) short walks and playing tug of war with his favorite hedgehog toy.
Eric Richardson | Co-Founder/CCO/President
Eric Richardson is a senior life sciences executive with three decades of experience in the pharmaceutical and CRO industry. Eric has strong leadership and organizational skills with experience leading in a start-up environment; he is a passionate leader who creates growth direction strategies, operational plans, and team engagement solutions, including tactical operational planning and team engagement. In addition to his life sciences work, he and his partner also own several restaurants and a successful catering business in Lambertville, NJ.
A pet lover his whole life, Eric and his partner have been parents to several rescue pups in the past, including two Dobermans named Athena and Ramses. They are currently searching for the right fur baby to complete their family.
Dayna DeFalco | Co-Founder/Head of Engagement
Dayna DeFalco is a Human Resources and Corporate Training Professional with multiple certifications in both disciplines. She has led HR and Learning and Development functions in both the private and non-profit sectors. She specializes in executive leadership training, workshop and forum moderation, and career counseling. Dayna has strong leadership, presentation and consulting skills that assist her in being a positive strategic partner in business.
She lives with her Shiba Inu Brody, who, typical of the breed, is an escape artist and keeps her on her toes.
Our Mission
Empowering Veterinarians
At PetCX, we empower veterinarians and their teams to deliver exceptional customer satisfaction while still ensuring outstanding clinical care. By providing expert guidance, research-driven solutions, and personalized support, we help veterinary practices thrive in a competitive landscape. Our commitment to sound research, collaborative solutions and actionable insights enables veterinary professionals to:
- Create lasting, positive experiences for pets and their owners
- Optimize client interactions to boost overall performance
Together, we strive to elevate the experience of veterinary care and foster a community of pet lovers dedicated to the well-being and happiness of every animal.
Get Started with PetCX
Ready to understand your clients like never before? Contact us today to learn how our research can help your practice thrive.
Phone Number
Address
1820 Chapel Ave W
Suite 300
Cherry Hill, NJ 08002