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Specsavers
Overview
Specsavers are the UK's leading High Street Retail Opticians with over 600 branches nationwide and has been voted optician of the year for the past eight years in the Reader’s Digest Most Trusted Brands.
Problem
Specsavers wanted to capture customer feedback at the point of experience in its retail stores. The survey needed to be automatic, engage with a representative sample of both customers and shop browsers, and deliver incisive analyses and rapid reports.
Solution
Specsavers contracted IBM Business Partner, Customer Research Technology (CRT) to provide IBM AnyPlace™ Kiosks equipped with CRT’s ViewPoint software. CRT tailored survey screens to capture instant in-store feedback fed over the Internet to CRT headquarters for analysis and reporting.
In just six months, the new in-store kiosks have given Specsavers direct feedback from over 55000 customers and browsers.
“The customer survey information is captured through the IBM screens and analysed via CRT software. It tells us accurately what our customers and shoppers are thinking, The solution lets us deliver real value to our store owners, giving them instant feedback to help sustain the highest standards of customer service.”
Susannah Hart, Communications Manager Specsavers
Benefits
• Feedback from the point of experience
• 55000 shoppers surveyed
• Net Promoter yardstick of customer satisfaction
• Fully managed service.
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Download Specsavers Retail Case Study |
