Specsavers' Integrated Customer Experience Transformation

This case study details Specsavers' transition from a traditional customer experience (CX) program to an integrated CX approach in partnership with InMoment. Initially reliant on transactional surveys, Specsavers faced challenges in capturing customer insights, particularly during the COVID-19 pandemic. To address this, they expanded their feedback collection methods beyond basic surveys, implementing a journey-based listening system that gathers data from various touchpoints, including Google reviews and SMS. The integration of InMoment's tools enabled Specsavers to analyze customer feedback effectively, revealing critical insights into customer satisfaction and experience drivers. The results of this transformation have been significant, with a 50% increase in survey volumes and doubled Google and Trustpilot reviews. The case study illustrates how engaging frontline teams and utilizing real-time feedback has led to improved customer experiences and business growth, aligning with Specsavers' mission to enhance lives through better sight and hearing.