PASSIONATE ABOUT OUR CUSTOMERS
THE LIFEBLOOD OF OUR BUSINESS
The world in which we operate may be changing , but the one thing that remains constant is Specsavers ’ fierce commitment to providing best value eyecare and hearing care , along with outstanding choice and customer service .
We have continued to build market share this year , with more than 10 % additional people choosing Specsavers than in the year before . With more than 31,000 employees in 10 countries worldwide , our continued growth makes us the largest private optical retailer in the world .
Going the extra mile in Australia
An elderly couple in their 90s got a surprise visit from optical assistant Jazz , who delivered the gentleman ’ s glasses on his birthday . The customer , who has dementia , would regularly visit the Richmond , New South Wales store with old pairs of glasses to say he couldn ’ t see with them . Jazz made the personal delivery on his birthday , and took the opportunity to gather up his old prescription glasses to make sure he always has the right ones to hand .
Experience matters
Increasingly , a customer ’ s experience of us will begin online , so we want to make sure that at this and every other step of the journey , we are providing a great customer experience . In today ’ s ‘ on-demand ’ world , the online customer journey is defined and shaped by the customers themselves . Our digital services are informed by the observed behaviours and needs of customers who have interacted with us online .
Recognising that more and more customers want to access us via a phone or tablet – even when they are not on the move – we have optimised all our sites for mobile devices , ensuring the best user experience possible . We are also continuing to improve our store pages with opening times , services offered in store , an improved voucher system and customer reviews .
Online appointment booking has been working well in Australia and Northern Europe for a couple of years . Over the past year , we have developed a new system for the UK with enhanced functionality and mobile features . Customers around the globe are now benefiting from the convenience of being able to book their appointments quickly and easily online – something which more than a million customers in the UK alone have done .