April 2024 update:
Congratulations to Specsavers who scooped an award at the recent UK Customer Satisfaction Awards on 12th March 2024.
The UK Customer Satisfaction Awards recognise organisations and individuals that have implemented successful customer service strategies.
Specsavers took home the winning trophy for the ‘Best Return on Customer Services Investment’ category.
Performance in People (PiP) has been working extensively with Specsavers over the past year. Through bespoke launch workshops, and regular video mystery shopping activity, the programme has provided Specsavers stores with the tools to develop and further improve the service delivered to their customers.
Mike Plante, Head of Customer Operations comments on their win at the UK Customer Satisfaction Awards:
Congratulations to all the team at Specsavers!
November 2023:
Following the launch of a new customer satisfaction initiative, Specsavers approached Performance in People (PiP) to explore ways to drive sustainable improvements in customer experience for stores dropping below key Customer Satisfaction Index (CSI) thresholds.
A powerful coaching & developmental tool
A video mystery shopping programme was reviewed and developed, incorporating over 250 stores and multiple waves of activity. The rationale was that video would provide Specsavers with both a verifiable measure of store customer experience and a powerful coaching and developmental tool.
Bespoke Launch Workshop
The programme was integrated with PiP’s award-winning Behavioural Measurement Score® (BMS®) and supported with a bespoke launch workshop event to help land the programme in an optimal way. The launch event offered stores an overview of programme objectives, and an introduction to the science behind BMS® alongside guidance around how to maximise the quality of coaching conversations using the video mystery shopping outputs.
"Brilliant session with great information and advice!"
"Content perfect for time scale, good pace, well presented."
"Really useful event. Thank you!"
70% of stores saw an increase in CSI
The programme has been immensely impactful. Over 70% of stores participating in the programme saw an improvement in CSI scores.
50-point uplift
An average improvement was nearly +15 points with some stores achieving over a 50-point uplift compared to pre-programme data.
Mike Plante, Head of Customer Operations at Specsavers comments;
“We are absolutely delighted with the impact of our work with PiP. Naturally, we encountered some hesitancy from stores. Once colleagues had attended the launch event and had seen how powerful and impactful the video outputs were, there was a realisation that the programme could be transformational.”
The operational performance and quality of PiP’s outputs have given stores immense confidence in the programme. PiP’s account management team have also helped elevate the value of our investment in this programme through deep dive insights analysis, leveraging the video outputs to bring alive programme data. They have helped us identify trends in the customer journey from both a process and behavioural perspective that has given us real clarity around the opportunities to develop our customer experience”
2017:
Specsavers has adopted Performance in People's award-winning Behavioural Measurement Score® (bms®) research methodology as a part of their comprehensive video mystery shopping programme.
The programme was launched to the network at their Partner Conference in November 2017. During the presentation, the network was shown a video from their partners which reported on the huge success and advantages they have encountered from bms® since the initial video mystery shop pilot activity. The video was a really powerful tool which demonstrated the ways in which bms® made a significant impact and the success which followed after rolling it out across the partners.
This launch formed a fantastic ground for the Specsavers store network to get excited about their upcoming video mystery shopping activity and truly embrace the programme with the Behavioural Measurement Score® (bms®) research methodology. Introducing something new (like mystery shopping) to a large UK network can be daunting for some - and so it's crucial that people buy into this new approach, it is launched positively, with the right supporting tools and information in order to make real changes in the overall customer experience and sales performance.
Here's that brilliant launch video:
