Survey Results

The Survey

North Coast Dogs asked 1,068 clients who had employed the company for training and behavior services between July 2002 and July 2003 to fill out an online survey. Clients without a known e-mail address were sent the survey via postal service mail.

253 clients returned completed surveys via the internet or postal service. That's a 23.6% response rate and can be considered statistically significant.

Customer Satisfaction

93% of North Coast Dogs clients rated their experience with us as Excellent or Good. This was even higher in cases involving canine aggression or fear.

Rated Excellent

Total: 54%

Aggression: 60%

Fear: 64%

Separation Anxiety: NA

Group Classes: 55%

Survey Responses

The following are selected comments from our survey. They are representative of complimentary and critical comments. We have edited them for spelling in some cases. We have also removed dog names and company names where appropriate.

I thought the instruction was professional and helpful. Many of the recommendations and training exercises have worked successfully. The key is the amount of time the owner and pet can spend on the exercises. My dog is less aggressive and more at ease around other people than before. He still is quite protective of his environment but more accepting of people we invite to our house.

Ginger was a great trainer. She taught us many ways to help our dogs and us (four dogs currently live in the house). We had little idea on training these dogs. She showed us many different methods of training and was very encouraging. We noticed a change in all of the dogs after practicing the training methods with them.

Michael is very nice. I like that he uses nonviolent training. The recommended readings were excellent.

Michael gave my husband and I some great ideas and a very positive experience.

NC Dogs did in-home training with our first dog and when we adopted our second dog, who is in Family Dog class at present, we knew we would have no one but NC Dogs work with him. We are very pleased with NC Dogs and highly recommend the staff and organization.

Willing to take the time to help owners understand what is needed to improve their dogs behavior. Always willing to answer question on the phone, thru e-mail, and in person. If it wasn't for your company I'm not sure that [our dog] would still be in my home. Thanks again.

Michael helped us address specific behavioral problems with our dog. We've overcome some bad behaviors and are continuing to learn everyday. I was very happy with Michael's in-home training, but not as pleased with the instructor for Family Dog II, but she no longer works at NCD. Michael has an excellent rapport with animals. I've recommended NCD to several friends with new dogs. I whole-heartedly believe in positive reinforcement training.

Michael is very good with dogs and their behavior. The 'Culture Clash' recommended by Michael is an excellent insight as well. The paper work provided by your office was very helpful in pointing out aggressive behavior and how to work with your dog on this issue. [our dog] is still a little aggressive (he has a hard bite and sometimes growls when we get near his bone, but it is much less of a problem) I probably would have sent him back to GRIN had Michael not provided the insight and education about how to help aggressive (fearful) dogs become less fearful. We plan to do more training with North Coast and [our dog] in the future, as soon as I graduate and money is more readily available. Our thanks go out to Michael specially from [our dog] who would probably not be home if it weren’t for Michael's help. He is highly recommended.
If it were not for Michael [our dog] would be in a dog pound somewhere. Instead he continues to be a vital and healthy party of our family. Now more than ever I hope to guide him to becoming a search and rescue dog. He loves the water and just the other day he played water fetch with a little girl for about an hour. Now he is in my office with me playing. Yesterday he was outside with all of us while I was teaching my son to ride his bike. The boys, yes boys since one was scared to death of him, are starting to play fetch with him WITHOUT ANY TREATS! He is beginning to enjoy the family just as much as the family is beginning to enjoy him. We have come a long way since he was in the back of the car on his way to the pound. Thanks.

We had in-home training and it was excellent. We are still using the taught methods to reinforce good behavior and now understand the reasons for the bad behavior. Our second dog is in Family Dog class now in Brunswick with great success. The trainers are excellent and we look forward to doing other classes as the dogs can tolerate. I have recommended the facility and trainers to others.

I got off to a rocky start, signing up for a regular class, when my dog needed private sessions. I was very glad that the situation was rectified and I got some of the training I needed for my dog. I was pleased with the training and my dog is much better. She still needs some help and I look forward to the 'Calming Class' starting very soon.

I was very impressed with the focused session. Michael never deviated from the purpose at hand which was to work with our dog. I liked the follow up report I received with the instructions that were included for continued in home training. I also liked the fact that there was no selling involved. I was told I really only needed this one in-home session and I could get feedback again by phone.

I enjoy training with my dog. It is very necessary to keep her on her toes so she does not make poor decisions. I appreciate having NCD so close to home, and will continue to take classes there. I will be taking the CGC class again, as I have been working very hard with Lily not freaking out when I leave her. I also plan on trying the tracking course, and Rally O.

Overall, we were pleased with the advice and training received from Ginger! She was great with our dog, had lots of ideas and advice, and was nice to work with. She responded to e-mails quickly and was very patient with us! We're continuing to work with Murphy on a daily basis and see improvement (although he still has a ways to go) but overall, he's much improved from 4 or 5 months ago

My impression is that North Coast Dogs really cares about your pet - that they have a personal interest in helping you through your problems. They are kind, understanding, and very good at finding ways to act as a "translator" between a person and their dog. When we enrolled [our dog} at North Coast Dogs we were at a loss. We were never going to get rid of him because of his behavior, but we *needed* to modify his behavior somehow. He was unhappy, and was making us (and the neighborhood!) unhappy. North Coast Dogs more than exceeded our expectations. Not only have we learned calming methods for [our dog] - who doesn't get as worked up anymore - we have also built a much better relationship with him. North Coast dogs really does live up to their promise, to help you find the dog you've always wanted in the dog you have.

I love using "click and treat" training with my dogs. I have been very happy with Michael and North Coast Dogs. I enjoy reading the newsletter and find it to be very informative. Overall, North Coast Dogs is a great resource for me. I would love to participate more but I live in Bainbridge. Puleeze open an East side location!!

I am impressed with the consistency and follow-through of the trainer to both me and my dog. I like the positivism and advice which involves seeing the good in my dog and yet recognizing that the dog does need me and my supervision to prevent him from any possible problems that may actually stem from his own fears.

Susanna was our in-home instructor and she was excellent. She was very knowledgeable and able to answer all of our questions. She responded to our dog in a calm, reassuring manner. She was able to give us specific tasks in order to work on Kodie's fear of children, rather than just general ideas. This is exactly what we were looking for. She was also willing to address other issues not related to the original reason we had called. The only reason that Kodie's behavior around kids has not improved drastically is that we have been lax in following through with it, as she has been a little bit better around kids after using Susanna's methods just a couple of times. I'm sure if we did it more frequently, Kodie would be an angel around children! Thanks so much!

I did have Michael in my home for a consult on a rescue dog I was fostering, and then once I brought my first dog in we went through Puppy Class with Ginger Alpine and Family Dog with Susanna Hamm. I enjoyed both instructors! I haven't decided if my new pup will be going through classes or not. If we do... it WILL BE with North Coast Dogs!

I like North Coast ,because they were very gentle ,in the traing of my Mastiff. No choke collars ,no hard jerking of any kind . training was done with love and gentleness . I have told, at least 5 People that have Mastiff ,about their training . Because Mastiffs need a gentle ,way of training . I would say North Coast was the best .

Trainer (Terry) was very good and I was impressed with the small class and attention to each dog/parent. My only criticism (however slight) is that the classes were not held to the agenda of the day. I believe some necessary behaviors/training were not touched upon as listed on the schedule. Your training through positive reinforcement is the humane way to teach these wonderful companions. However, time and patience are the only way it can be accomplished and I believe it should be stressed that it cannot be totally accomplished in a few short sessions a day -- in my case it seems to be a 24/7 job that will continue for the life of my dogs. I will be returning to NC Dogs for more classes and I will--and have--recommended your facility to my friends and family. See you soon.....love the e-mails

I'm pleased with the total emphasis on recognizing and rewarding positive behaviors only. I also am impressed with the knowledge my instructors (Susannah and Terry) have demonstrated about how dogs think and why they do what they do and respond the way they do to what I do, etc. I find myself paying more attention to what I'm doing that evokes a pattern of response in my dogs. It's clear that what I've considered misbehaviors in my dogs in the past have actually been a reaction to something I've communicated to them. In short, I found that to change my dogs' behaviors, I needed to change mine first. That level of sensitivity is essential to the bond we have, and I appreciate our trainers helping me learn that rather than focus solely on the stimulus-response sequence. (id: 22)
North Coast Dogs provides an excellent atmosphere for learning. The trainers are not only highly educated and knowledgeable about clicker/non-aggressive training methods but also have been some of the most quality people I have had the pleasure to come in contact with. It's obvious they care not only about the animal but also the human/animal bond.

All of you are very dedicated to your job. If I needed someone to get back to me it was done so in a timely fashion. It is amazing how you work with the dogs! [My dog] & I will be returning in the future for more classes. Keep the e-mails coming! It is nice to know what is going on at the centers.

We used NCD when we got [our dog] as our pet. He was only 8 weeks old at the time - thus the "7" rating since he wasn't trained but was doing everything a typical 8 week old puppy would do. NCD provided me with the fundamentals for training [our dog], helped us to form a strong bond, and provided the confidence I needed after having dogs that were aggressive to our children. [Our dog] is an excellent family dog. The children love him, he goes everywhere with us, he is smarter than all of us put together, and we know he would never harm the children. Without denying him any of the credit, NCD helped us recognize his potential and direct his energy in positive ways.

I like having the training lessons with a trainer and in a facility that is strictly for that purpose, as opposed to our first puppy classes at [another company] where the trainer was constantly distracted. I also like the individual attention given to each dog/owner by the trainer because each dog has different behavior issues.

North Coast Dogs is the ideal place for dog training. It is obvious that the staff love and understand all of their students.

The overall experience has been great. Ginger and Susanna have been wonderful to work with. Rally-O was challenging but we learned a great deal from taking the class. Taking the classes is making all of our lives easier by educating all of the family (we now know the humans in the family are the ones that need the most work).

We are enjoying our experience with North Coast Dogs. We are very pleased with the personal attention that is given, when needed, in class. The send home materials and the recommended dog food are excellent. Our only complaint is the poor acoustics in class which makes it difficult to hear. Otherwise, we are very pleased and would recommend North Coast to anyone searching for obedience training for their dog.

We love the people at North Coast. Everyone is very friendly and always there to listen to even the smallest of problems.

Michael was great. I enjoyed working with him and found him to have many helpful suggestions. The minimal change scores above are more a reflection on my not implementing the techniques with enough consistency rather than on the training. You have a great service, website, classes. I only wish I lived closer/worked less so that I could use them more.

We had an excellent experience with North coast Dogs. The training class not only helped her with her listening skills & fear of people and other dogs, but also helped us by teaching us proper ways to train her. Before going to North Coast Dogs [our dog] was very afraid of other dogs & new people. During the class she learned how to socialize & the instructors took the time to show us how to introduce her to new people. Today she is still a little skittish around new people, but I am no longer a afraid that she bite some one coming into our home & she will now play with other dogs. I have recommended North Coast dogs to several of my friends who have or will be getting new dogs this summer.

I feel that for the fee you charge, you should provide some of the extras you require in class - at least the treats. Our regular instructor was very good, but we had a sub one day, and because the sub seemed a bit unprepared, the continuity of the class was disrupted. The classes are definitely more for the people than for the dogs - with my schedule, it's difficult to actually do as much that was actually asked of me on a weekly basis, but along the way I feel that I gained some valuable shortcuts to getting my dog's attention. I wonder how much of an advocate role NCD plays in the dog owner community.? I have independently learned of the Lakewood dog park efforts, as well as of the growing dog complementary services industry. NCD could really position itself to be an information exchange for community dog owners by becoming involved in and actively promoting some of the local dog/animal activist activities. Many people that come to you are probably new dog owners, so a notebook of "dog owner opinions" on vets, grooming services, cool places to go for walks, etc, would be a valuable asset to the community. I think that is part of what I was looking for - the sense of tapping into a community of dog owners - accessing resources and such. Overall, I was happy with the experience, but I'm not sure I'd come back for another class. I am absolutely fortunate to have a relatively well behaved dog who tends to listen well (for the most part), and I don't expect perfection from any living thing, so that probably has a lot to do with why. I learned the vocabulary I feel I needed for what I want from my dog. One more thing - because of work, I had a hard time making it on time to the 6:00 class. I could have made it much easier to a 6:30, or even a 6:15 class.

I appreciate the professionalism of the trainers, facility and techniques. I like, and agree with, the theories presented in class on dog behavior, training methods and relating to them. Class size was just right. It was nice to interact with a variety of people and dogs and see that some of the "issues" we are working on are common for others as well. I have recommended your company.

Terry was a wonderful patient trainer. I wish my dog would respond as well to me as she did for Terry. I did feel the class size was too distracting for my dog. It was difficult to get the one on one training that I desired. Overall I do see (+) behavior changes in my dog, North Coast gave me a good foundation to base my dog training.

They love dogs! NCD offers a wide variety of classes for both dogs and humans....all which provide the best for dogs.

NCD is definitely way above other dog trainers. They have knowledgeable staff and provide a variety of classes/workshops for both dogs and humans...all which ultimately benefit the animals. You can tell that they truly love animals!

NCD really seems to be interested in the well being of the dog. They are very educated and well versed in many areas of dog training and behavior modification. They also provide a variety of classes and workshops to help educate both dogs and their humans which is very rare to find.

Professional, fun staff and professional treatment of questions, especially when seeking advice even before taking classes. I will always be grateful for Michael's evaluation and suggestions freely given to help me with [my dog’s] rehabilitation. Along with my independent work, her involvement with NCD, through classes and especially through Dog Park (THE BEST), [she] has gained self-confidence, a zest for life and play, and moving more freely toward trusting people. NCD seems to have their finger on the pulse, always looking for ways to better educate their clients through seminars, workshops, innovative classes, strengthening the human/canine bond, always being one step ahead of the rest. Motivational! Both human and dog come away improved. Thank you.

I was impressed with the puppy class of North Coast Dogs. Although we had raised two other dogs from puppy hood, it is hard to remember the initial training process. North Coast Dogs really helped us get back to the early training process. The trainers were helpful and worked well with the entire group.

I joined the family dog class hoping to teach my dog that I am her leader. She was determined to lead me. I was happy to learn how easy it was to revise the role and keep her attention on me. I enjoy the non violent clicker training. I think your facility is large, clean and dog friendly. I have recommended you to many people. thank you.

Great job of teaching us how to work with our dogs. Great demonstrations in class...shows the techniques really do work! Both of our dogs now come when called, no matter how far away they are (we have 3 1/2 acres with a horse corral next door). They even stay out of the horse corral! Thanks! I've recommended you to several people...new and old dog owners.
The instruction has been so helpful. I've never had a dog before and I don't know what I'd be doing w/o the training. I really like how we learn the concept in class, and then work on it at home, so the learning is not just limited to one hour a week.

My instructor was very knowledgeable in the actual INSTRUCTING of what to do and what not to do and passed that information along in a very consistent way. The class, however, was not exactly what I thought it would be but that was due to the dogs behavior. At times the dogs would get loud and it would be a while before the class got back on track. My dog was guilty of it too so this is not a complaint - just an observation of the reality of group training. There were certain dogs that were kept behind the walls to prevent distractions but occasionally other dogs acted up. I had a different dog go through personal in-home classes (only could afford 2 classes) so in that situation there were no other distractions. I guess I just wasn't really sure what to expect in a group class. Overall I believe North Coast Dogs is a great training facility with quality staff and a genuine desire to help owners and dogs. I really like the website too.

I had started training my puppy before I started class. I had read two different books about puppy training. the method I was using was more aggressive than I was comfortable with and neither the puppy or I enjoyed training time. NOW...... we both love it and have a great time. I am also much closer with my puppy. I feel more bonded with her. thank you very much!

I think North Coast Dogs provides very helpful and good information about positive training for dogs. I especially appreciate their emphasis on the family pet and support for adopting shelter dogs. I think their outreach and involvement in the community is a very important and has a positive impact for all dogs and their owners. I appreciate the staff for offering alternatives in methodology and doing it well. I look forward to supporting your efforts in any way I can and seeing you continue to grow. I think it is important to provide not only good training advise, but to promote good dog ownership - I believe this is what you do.

North Coast Dogs is a very professionally run company. My training experiences were with Michael Baugh, and he was up-front about everything the training would entail. He is outstanding in his treatment and management of canine behavior, and he is consistent about the reward-based system of dog training. My own dog is a long way from being well-behaved; however, it is apparent that his behavior problems stem from his age (approximately 9 - 10 months), the probable abuse that he suffered before being rescued, and his being moved to 5 different homes within a period of 3 months prior to our adoption of him. Although he did not successfully finish the Family Dog training program, his behavior has become much better. He is learning that he is part of the family, and he has begun to respond to the simple commands of "sit" and "down" better than before. I think that he will soon become settled enough to concentrate on the training I learned from the sessions of Michael's course that I was able to attend.

Impression? Truly amazed with the genuine care, compassion and generosity of heart the trainers have. Excellent with dogs and most equally as good with people. I hope everyone realizes the tremendous gift each imparts to the life of the dog & his human. I highly recommend NCD to anyone I talk with. I've since interviewed other trainers/facilities not because I'm unhappy w/ NCD, but to broaden perspectives & practice in different environments. Through those interviews, I haven't found anyone else I would trust with my dog's development. I could probably continue with more words than this space will allow. In short, absolutely fantastic. Keep up the good work! The only suggestion for improvement I would have is regarding group classes. Personally, I would like to see a written weekly goal with instructions & troubleshooting tips for each lesson so we have something to work with when we get home. (it may also help reduce trainer's time in answering common questions multiple times) Often one can't absorb everything in class as we are very busy with our dogs. Other classes I've attended elsewhere have done this and it is very helpful. It keeps you more focused & on target where sometimes I feel NCD classes are a bit more generalized. Again, NOT a complaint as I think NCD classes are the best--just a suggestion. In home visits have been above & beyond.

[My dog] and I took the CGC class with Susanna. She is an excellent trainer. I feel we learned quite a bit from her. I trained [my dog] at [another dog training company] for puppy and advanced classes. I was pretty satisfied but I would more than likely try your puppy and advanced classes if I got another dog. Unfortunately my immature nut case of a golden jumped on Susanna so we flunked the CGC test but we will take the class over again next year and hopefully we can do better. We love the play groups (please continue more of them at Brunswick on Saturdays or early evenings) I am currently taking the massage class in July. I would probably take more classes if they were in Brunswick, Lakewood is too far for us. To sum it up I was very pleased with all the classes.

My first impression with Michael was excellent, as he took much time with me over the phone lines, answering a multitude of questions and giving me valuable input on a variety of issues at a time when I was not a client. I had many concerns regarding my dog and sought advice from Joel Walton and North Coast Dogs, in addition to gleaning from many books. Though there never seemed to be answers that fully satisfied me in one particular area of concern, they were satisfactory. I learned as I went and as [my dog] matured. I must add that the recommended book list from North Coast Dogs was extremely valuable to me as a novice trainer, allowing me to hone in on expert information. I do think North Coast Dogs has been an integral part of [my dog’s] maturity, and its trainers have been very helpful and insightful in many, many ways. Even now, with the continuation of [my dog’s] involvement in Dog Park, he continues to learn more refined, proper behavior in play, while I learn additional hows and whys and discover fresh nuances of dog behavior.

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