Welcome to Onswitch!

Thank you for landing here!

In a nut shell, the Onswitch Team work with people like you in many countries around the world, to Train, Measure, Manage and Inspire teams to deliver a great customer experience.

Click below to see how we can help you and your team create a customer centred business.


Great people are your best asset – our acclaimed hands-on, one-day courses will help everyone in the team fulfil his / her potential and deliver an excellent customer experience every time.


You rely on data and evidence to optimise outcomes for your patients – they are just as vital when managing your business. Our powerful reporting tools help you set meaningful benchmarks and track progress.


Most business find that keeping people and processes on track requires consistent focus. Thanks to our extensive experience working with all sorts of businesses and brands, we have all the tools and insight you need!


When it comes to delivering an excellent customer experience, understanding exactly what your customers really need is key. As a corporate partner of the Market Research Society and member of the Mystery Shopping Providers Association, we’ll get the answers quickly, accurately and cost effectively.


When you need someone to motivate your team to achieve great things, share insights from outside your own little bubble or impart words of wisdom, our people are some of the best. (Of course we would say that, but we get invited back time and time again, which we think says it all!)

Open a practice

Most business owners know that with so many decisions to make, it’s vital that you make the right ones for the right reasons. Our team are highly experienced in running and setting up practices, so we can hold your hand as long, and as tightly, as you’d like.

Get an opinion

Our clients tell us that thanks to our wide network of contacts and experience, our team are well placed to give an honest, considered appraisal of your plans. There’s no agenda, just a genuine will to help you achieve your goals.


How your practice looks and feels speaks volumes to potential clients – our creative team will help give your brand a compelling identity, and your business a powerful voice.

Cx Congress 2020

When: Friday 12th and Saturday 35th June 2020

Where: De Vere East Midlands Conference Centre, NG7 2RJ

Who: Anyone involved in customer care – reception, nurses, managers and vets

Why: The Customer Experience Matters


20 hours ago


Welcome to Tuesday and #Shamii is sharing a bowl with his best friend Luna
Luna is 15 and a half and is a lovely old dog
#Shamii and Luna are very good friends
What is #Shamii thinking today?
#Cattitude #Shamii
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2 days ago


Welcome to Monday and today’s thought for the day is inspired by the medicines one of our elderly relatives are using, seen here in their medicines drawer
A recent house move and hence change of GP has led to a total change to the look of their medications
So for years they have got used to their medicine packs by colour
So when such a big change happens it make you wonder what impact on safety?
Yes the meds are the same, but the pack is different and our senior citizens don’t see too well or hear too well
So made us wonder about how we explain pack changes or drugs changes to our clients
Long term meds become a household routine and habit and end up in a drawer
So when something changes it disrupts the process and potentially impacts safety
So your project this week is to look at what you actually do when packaging changes.
Do you do anything?
How do you help folks get used to the new packs?
How do you support them?
Who speaks to them?
All simple tasks, but miss one and there is a big issue
#Cx #Communication #VetCX2020
Have a fab week
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2 days ago


Hellooooooo!! 🙂

Welcome to this weeks' Australian Mystery Shopping Highlight of the Week #MSHOTW. This weeks' call was from a practice in Brisbane.

P: Good afternoon, XXXXX Veterinary Clinic, this is XXXXX.

C: Hey, we've recently brought a new kitten, and I know we need to get her some vaccinations done. Could you let me know some more information on what she needs, and the prices?

P: Oh ok...lovely, I'll just put you on hold, I won't be a moment.

Two minutes later, we were still on hold...the caller hung up.

How would you improve this call so that the owner doesn't go to your competitor? What could have been done differently?
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5 days ago


Good Morning and welcome to the #MSHOTW.
Let us know your thoughts on this call and how we can be a supportive community to learn from on another and enhance the client experience we deliver on the phone!

P: Hello XXX vets XXX
C: Hi, I just wanted to get a price for the Kennel Cough vaccination please. The other vaccinations are up to date but we will be going away in about a months time and she will be going in to kennels and they said we need this.
P: Oh right yeah, so, its £XXX
C: Right £XXX... Okay, and thats a spray up the nose isn't it?
P: Yeah thats right, that the one.
C: Oh right, thank you... Okay well I will check when I can bring her in and call back to book in. Is that okay?
P: Yeah absolutely.
C: Okay thank you very much.
P: Thanks then, bye.
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Just so sad and crazy in an employment market with recruit and retain challenges too #manners #recruit #EmployerBrand

@OnswitchLtd This is so common (and in so many work fields). Terribly poor business practice (& manners). Very simple to at least have a standardised email/postcard to forward to each candidate at the acknowledgment & “sorry, your application was unsuccessful” stages.

@OnswitchLtd I recently sent CV in to one of the only independent practices around as had heard were going to advertise for RVN..used reception email... nothing Then advert appeared in VT with Vets personal email..sent to that ..heard nothing ...4 weeks now..I've been a nurse 27yrs ..rude!!

@OnswitchLtd I did qualitative research study on the transition to employment from veterinary training, and found that this practice - among others - was common. Lots of participants described multiple applications which were never acknowledged or replied to.

Such wise words
Common ground is key
#embrace #engage #empathise
Our language and attitudes can get in the way once we start judging people

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