HappyPet can ask your customers how their visit went, and collect the answers where you can read them.
How it works
After a visit, the customer gets a link. They open it, leave a rating and any comment, and it appears under Ratings & Reviews.
They do not need an account or an app.
Reading them properly
The average is the least useful number on the page. Read the comments, especially the middling ones. People who had a bad visit often say nothing at all, and people who loved it rarely explain why. The three star reviews are where the specifics are.
When somebody is unhappy
Ring them. A quick call about a bad visit turns more customers around than any reply typed into a box, and it usually costs you less than the booking you would otherwise lose.
If something goes wrong
If nobody is leaving reviews, check the requests are actually going out. A request that never sends looks exactly like customers who did not bother.