Specsavers is known for its service to retail clients, but as their corporate clients visit the retail stores for fulfilment of eyecare vouchers, Specsavers wanted to investigate how the service to corporate clients measured up.
Over the last two months, mystery shoppers have visited 50 of their stores to evaluate the service that corporate clients receive.
- 94% of the stores were positive and confident of their overall corporate voucher offering
- 100% believed, as corporate customers, they were accommodated as well as retail customers
- 76% felt the initial reaction they received was positive and confident, when they said they had a corporate eyecare voucher.
It is important that the level of service is measured – as one of the key differentiators in the service Specsavers offers to its corporate clients is that their eyecare vouchers can be redeemed in more stores, under the same brand, than any other company in the market. Good service in those 600 stores is key to their offering.
Mark Raines, head of retail development said: ‘Our corporate clients use Specsavers because they know their staff has faith in our brand. We are delighted the delivery meets the expectations. We will continue to research our service and use the findings to improve it.’