A score that speaks for itself | BOVA AUS
Earlier this year, Bova ran its first NPS (Net Promoter Score) survey — a chance to get a candid read on performance, not from an internal perspective, but from the veterinary professionals who rely on Bova every day. 421 vets and clinics across Australia shared their honest feedback, and Bova is sharing it right back.
An NPS of 69 puts Bova firmly in the “excellent” category. For context, an NPS above 50 is considered world-class across most industries. It’s a result the team is proud of — but more than the number, it’s a reflection of the trust that practices across Australia place in Bova every day.
It’s incredibly encouraging to see such strong feedback from veterinary professionals right across Australia, and we’re grateful to the 421 clinics who took the time to share their honest views. An NPS of 69 is a result we’re proud of, but more than anything it reminds us how much trust practices place in us — and how seriously we take that responsibility. The feedback has given us our clearest picture yet of where we’re making a difference and, just as importantly, where there’s still work to do. Improvements like extending our order cut-off to 4pm AEDT have been well received, but we know there’s more to improve across delivery visibility, the online ordering experience, and how we support practices day to day — and we’re committed to getting it right.
The results come at an important moment for Bova. Over the past two years, significant investments have been made in operations — including moving from next-day to same-day dispatch across the QA range. And Bova isn’t stopping there: the order cut-off has been extended to 4pm AEDT, giving clinics across Australia — particularly those in the west — more flexibility to get orders in and still receive same-day dispatch. Hearing that these changes are landing well with the people who matter most is genuinely motivating. And it’s just the beginning.
What you love about Bova – Straight from the profession
Across 421 responses, the same themes surfaced again and again. These are the areas where veterinary professionals say Bova is genuinely making a difference in their practice:
Honest about what needs to improve
Bova takes every piece of feedback seriously — including the things that aren’t working as well as they should. Here’s what came up most, and what practices should know right now.
1.Physical prescription requirements
Posting a physical script feels out of step in a digital world — and Bova hears that. This is currently a legal requirement for compounded medications in Australia, and one that all compliant compounders must follow. Bova is closely watching regulatory developments and will be among the first to move when electronic scripts become a viable path.
2. Clarity on formulation BUDs (Beyond-Use Dates) Already available
Several respondents asked for clearer information on beyond-use dates. BUD information is already displayed on Bova’s product pages on the website. If it’s difficult to locate, the pharmacist team are always happy to assist.
3. Clinic-wide order and invoice visibility Already available
Many clinics asked for a way to see all orders and invoices in one place. This is already available through the clinic login — a single login that gives practice managers and administrators full visibility across the whole practice:
Your clinic login gives you access to:
- Your entire clinic’s order history
- Actioning repeat prescriptions
- Real-time order status
- Downloading prescriptions and invoices
- Tracking dispatched orders
- Exploring all formulations including pricing
Don’t have a clinic login yet? Email our team at onlinesupport@bova.com.au and we’ll get you set up. We also have a support booklet for our online store to help you get the most from your account, contact your rep to request a copy.
Practices without a clinic login can email the Bova team to get set up. A support booklet for the online store is also available to help practices get the most from their account.
4. Website ordering experience
A number of respondents found the ordering process clunky at times. Bova has made significant improvements over the past 12 months and more are on the way. Specific feedback from practices helps prioritise exactly where to focus next.
5. Delivery tracking and communication
Faster, clearer updates on order status and estimated delivery came up frequently — particularly from rural and WA-based clinics. Bova is actively working to improve dispatch notifications and tracking visibility.
6. Pricing
Pricing was the most commonly cited area for improvement. Bova’s pricing reflects the rigorous quality assurance, sterile compounding suites, and regulatory compliance underpinning every product made. While efficiencies are always being explored, the commitment to quality is non-negotiable. That said, the feedback is heard, and pricing continues to be reviewed with this in mind.
Bova’s vision has always been to light the path to a sustainable future — ensuring animals always have options. That vision doesn’t live on a wall. It lives in every formulation compounded, every order dispatched, and every piece of feedback acted on.
Running this survey for the first time has given Bova an invaluable benchmark — a clear picture of where it stands and, more importantly, where it needs to go. The improvements practices have noticed are real, and the ones still to come are already in motion. These results will inform priorities across product, operations, and customer experience over the coming months.
To every clinic and veterinary professional who took the time to share their feedback — thank you. When practices share what’s working and what isn’t, they’re helping Bova do better for the animals in their care. And that’s the whole point.
What comes next – Lighting the path forward
At Bova, our vision has always been to light the path to a sustainable future — ensuring animals always have options. That vision doesn’t live on a wall. It lives in every formulation we compound, every order we dispatch, and every piece of feedback we act on.
Running this survey for the first time has given us an invaluable benchmark — a clear picture of where we stand and, more importantly, where we need to go. The improvements you’ve noticed are real, and the ones still to come are already in motion. We’ll be using these results to inform our priorities across product, operations, and customer experience over the coming months.
To everyone who took the time to share their feedback — thank you. When you tell us what’s working and what isn’t, you’re helping us do better for the animals in your care. And that’s the whole point.
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