iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%79+43.1Reliability 24%75+18.2Value 14%61+8.6Replies to reviews 7%76+5.4Craft & service penalty82−1.8Experts Score= 73Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.73SCORE
BGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#64 of 113 veterinariansiPosition by Experts Score among all companies we track in this category. · better than 44%
4.7★★★★★292 Google reviews
87%five-star reviews
4.84★last 12 monthsiAverage stars on reviews from the last 12 months only.
2.7%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Google reviewers rate Norton Animal Hospital 4.7 out of 5 based on 292 reviews, with the owner responding to 82% of feedback. Clients frequently praise the staff's compassion, punctuality, and clear communication regarding complex medical issues. However, several lower-rated reviews criticize high pricing, unexpected billing charges, and instances of missed diagnoses or unprofessional customer service interactions.
Google rating: 4.7 out of 5 from 292 reviews (87% five-star).
Reviews on this page: 292 Google reviews (191 with written comments, 27 with photos).
Owner responses: the business replied to 82% of reviews.
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: momentum and craft & service; weakest: value.
Norton Animal HospitalVeterinarians median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Norton Animal Hospital: 79/100 on this factor. Category median: 79.B
79
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Norton Animal Hospital: 75/100 on this factor. Category median: 74.B
75
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Norton Animal Hospital: 82/100 on this factor. Category median: 94.A
82
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Norton Animal Hospital: 61/100 on this factor. Category median: 84.B
61
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Norton Animal Hospital: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Norton Animal Hospital: 76/100 on this factor. Category median: 45.B
76
Bar = this company · dark tick = category median.
Star ratings
292 Google reviews we collected
4.7of 5
5 stars25587%
4 stars165%
3 stars62%
2 stars31%
1 star124%
Praise vs complaints
Phrases our text analysis found in 191 written reviews
97%praise
Praise22397%
Complaints63%
PriceiGoogle asks reviewers whether the price was great, reasonable or overpriced; these are their answers.
Price verdicts customers left with their Google review
91%fair
Great price312%
Reasonable1869%
Overpriced28%
Not sure312%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude11651%
Quality & results2913%
Would recommend2310%
Communication219%
Speed & response177%
Honesty & trust125%
Price & value115%
What customers talk about
We read 191 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Very grateful to Dr Li and the staff of Norton Animal Hospital for caring for my rescue dogs Karma and Gaga and accommodating their special needs.”
“I would recommend Norton Animal Hospital to everyone, their knowledge, compassion, and kindness are top notch.”
“I highly recommend bringing your furry family members here.”
“If your a working person or on a fixed income stay away from this place.”
“Excellent communication around caring for my cat: follow up calls, quick responses to my texts, always willing to take the time to answer my questions…”
“…dog’s recovery, and more than once, they’ve managed to fit us in for same-day emergency appointments when I was really worried.…”
“We love Norton Animal Hospital and trust them to take care of all of our fur-babies!”
“Friendly and accommodating staff, thorough examination and reasonable rates”
“…above and beyond if you drive a Land Rover or Mercedes etc Yet thier billing structure is something to be desired.…”
People customers mention
Miller8 reviews
Doctors4 reviews
Cindy4 reviews
Amy3 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Recent reviews
CCaren1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★★
Been coming here for many years!
The last 3 dogs I've had all have been cared for here. Always very satisfied with the care received.
JJoanie4 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★★
Very grateful to Dr Li and the staff of Norton Animal Hospital for caring for my rescue dogs Karma and Gaga and accommodating their special needs.
Not sureService not listed
JJean8 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · Edited 2 weeks ago★★★★★
Wonderful caring vets who take good care of the animals and the people who love them
RReneeLocal Guide · 53 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · Edited 2 weeks ago★★★★★
Dr. Li and the entire staff are awesome! They care about your pets and your pocketbook. They cared for our dogs from their adoption through their senior years (and even to the end). I would recommend Norton Animal Hospital to everyone, their knowledge, compassion, and kindness are top notch. Great techs and great…
LLesa2 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
The staff and Doctors are amazing! I have been bringing my dogs to Norton Animal Hospital for many years. The care has always been outstanding!!!!
Reasonable price
PPamelaLocal Guide · 11 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
They always make sure I understand complicated medical terminology and we explore every option. I never feel pressured to make a decision I feel uncomfortable with. I've never had a kitty with a chronic illness and they are great at supporting me through his care, letting me know what's concerning & what's a normal…
Thank you, Heidi, for your thoughtful feedback! We're delighted to know that our team made a positive impact during your experience. We take your input seriously and appreciate you taking the time to share it with us.
C
Caren Guthrie1 reviewiTotal number of Google reviews Caren has written across all businesses on Google Maps, not just this one.
Been coming here for many years!
The last 3 dogs I've had all have been cared for here. Always very satisfied with the care received.
Response from the owner · 6 days ago
Thank you, Caren, for your ongoing trust and loyalty throughout the years. We genuinely appreciate your kind words and are delighted to know that you and your dogs have been happy with the care provided. Your feedback means a lot to us and inspires us to uphold our commitment to quality service.
J
Joanie Daly4 reviewsiTotal number of Google reviews Joanie has written across all businesses on Google Maps, not just this one.
Very grateful to Dr Li and the staff of Norton Animal Hospital for caring for my rescue dogs Karma and Gaga and accommodating their special needs.
Price assessment: Not sure
Services: Service not listed
Response from the owner · a week ago
Thank you so much, Joanie, for your thoughtful words and for entrusting us with the care of Karma and Gaga. We’re truly pleased to know that your experience with Dr. Li and our team was a positive one. Your feedback means a lot to us, and we look forward to continuing to support you and your pets.
J
Jean Sharpe8 reviewsiTotal number of Google reviews Jean has written across all businesses on Google Maps, not just this one.
Wonderful caring vets who take good care of the animals and the people who love them
Response from the owner · a year ago
Thank you so much, Jean, for your kind words and positive feedback. We’re truly happy to hear that you had a wonderful experience with our team. Your support is invaluable to us, and we’re dedicated to ensuring that both pets and their owners receive the best care possible.
R
Renee DeleyLocal Guide · 53 reviewsiTotal number of Google reviews Renee has written across all businesses on Google Maps, not just this one.
Dr. Li and the entire staff are awesome! They care about your pets and your pocketbook. They cared for our dogs from their adoption through their senior years (and even to the end). I would recommend Norton Animal Hospital to everyone, their knowledge, compassion, and kindness are top notch. Great techs and great staff! I would recommend NAH a hundred times over again.
Response from the owner · 2 years ago
Renee, we are genuinely touched by your kind words about your experience with Dr. Li and our team at Norton Animal Hospital. Your recommendation is truly appreciated. Thank you for sharing your positive feedback!
L
Lisa White2 reviewsiTotal number of Google reviews Lisa has written across all businesses on Google Maps, not just this one.
Thank you so much, Lisa, for your uplifting words! We're truly delighted to know that you had a wonderful experience with our staff. Your feedback inspires us to keep shining as we strive to deliver exceptional service.
K
Kevin DLocal Guide · 100 reviewsiTotal number of Google reviews Kevin has written across all businesses on Google Maps, not just this one.
The vet and vet assistant were very caring and helpful to Patches
Price assessment: Not sure
Services: Service not listed
Response from the owner · a month ago
Thank you so much, Kevin, for your thoughtful words. We are truly pleased to know that our team was able to offer caring and supportive service to Patches. Your feedback means a lot to us!
L
Lesa Strachan2 reviewsiTotal number of Google reviews Lesa has written across all businesses on Google Maps, not just this one.
The staff and Doctors are amazing! I have been bringing my dogs to Norton Animal Hospital for many years. The care has always been outstanding!!!!
Price assessment: Reasonable price
Response from the owner · a month ago
Thank you, Lesa, for your thoughtful feedback! We're excited to know that your experiences with our staff and doctors have been so positive over the years. Your trust and satisfaction are invaluable to us, and we appreciate the opportunity to innovate in our care for your dogs.
S
Sandra Hofmann2 reviewsiTotal number of Google reviews Sandra has written across all businesses on Google Maps, not just this one.
Great group of professionals! So kind with even the most nervous pups
Price assessment: Reasonable price
Services: Service not listed
Response from the owner · 2 months ago
Thank you, Sandra, for your thoughtful feedback! We're delighted to know that our team's efforts resonated with you and your pup. Your encouraging words truly uplift us, and we can't wait to welcome you both back soon!
P
Pamela MastersLocal Guide · 11 reviewsiTotal number of Google reviews Pamela has written across all businesses on Google Maps, not just this one.
They always make sure I understand complicated medical terminology and we explore every option. I never feel pressured to make a decision I feel uncomfortable with. I've never had a kitty with a chronic illness and they are great at supporting me through his care, letting me know what's concerning & what's a normal progression of the illness. It took visiting a few other Vets to find this one. This is the right fit for my kitties!
Price assessment: Reasonable price
Response from the owner · a month ago
Thank you so much, Pamela, for your kind words! We’re thrilled to know that you feel supported and well-informed about your kitty's care. It’s our joy to provide you with the information you need to make confident decisions. We’re so glad you found the perfect fit with us, and we truly appreciate your trust in our services!
