SPECSAVER CHAIN OF OPTICAL STORE, UK

SOCIAL MEDIA FEEDBACK FOR SPECSAVERS

Based on Consumer responses posted on 32 websites during the last three months

Metric Consultancy UK Limited

3/25/2011

Metric

Page 1

SOCIAL MEDIA FEEDBACK FOR SPECSAVERS

March 25, 2011

Main Category of responses

STAFF

PRODUCT

STORE

WAITING TIME

RECOMMEND

Attitude

VarietyStock

Amenities

Number-Staff

Price

Food

Knowledgebale staff
Eye Examination

Data

Quality

A graphical representation of the percentage of responses versus their opinions is shown below. Overall Score:
82%

18%

Positive opinions

Negative opinions

At overall, it shows that the percentage of Negative feedbacks is significantly higher than Positive feedbacks 2

SOCIAL MEDIA FEEDBACK FOR SPECSAVERS

March 25, 2011

Main Category wise complaints & compliments:

37%

21% 16% 9% 4% 1% 0% 0% 9% 3%

Staff

Product

Store

Waiting time Negative opinions

Recommend

Positive opinions

Sub Category wise complaints & compliments:

Attitude Eye examination 1% Knowledgeable staff 0% Variety-stock 0% Price Quality Data 0% Amenities 1% Waiting time 0% Recommend 3% 3% 3% 1% 4% 4% 9% 0% 9% 16% 9% 7% 10% 18%

Positive opinions

Negative opinions

SOCIAL MEDIA FEEDBACK FOR SPECSAVERS Quotable Quotes :

March 25, 2011

15 minutes later I was asked into a room for my pre assessment checks (puff of air etc). I then sat and waited for another 30 minutes without a word of explanation or apology. they would not fit me in even although my eyes were bloodshot, very swollen, uncomfortable and I was quite concerned. don't go there if you want advice on eye health or related matters. They only want to see you if you generate them some income. I was just interested in contact lens I said that all the time to them but they tried to sell me glasses and I understand it was because they are much expensive From them putting the wrong prescription in my glasses and being told to take them away and just try wearing them for a few weeks! Contact lenses never arriving and when I go in to find out where they are, they check through records and see they haven't been ordered yet, the young Asian optician I had the misfortune to see was arrogant and lacked interpersonal skills. I also have reason to believe the prescription is actually wrong. I'll be going for a another test elsewhere when I expect my suspicion to be confirmed. Either way, I will never return to that place bar I have been with specsavers since I was 8 years old. From this time I have always had outstanding service, polite staff and quality glasses. Do not use them - they get everything wrong and you have to argue with them everytime you go in as their records are always wrong or misplaced. My advice; get your eyes tested elsewhere and take to the prescription to Specsavers if they have the glasses you want. Bottom line is; all they care about is making money NOT about customer care Important Points: Positives 1. 2. 3. 4. Some respondents mentioned that staffs were friendly and helpful... The Price factor not matter much. Store found to be clean & well kept. Some respondents expressed a desire to be repeat customer of Specsaver especially those who have old one (attached with specsaver from many years).

SOCIAL MEDIA FEEDBACK FOR SPECSAVERS

Negatives:

March 25, 2011

1. Many respondents mentioned that the staffs are rude, arrogant. 2. Staffs were not giving any guidelines or not helping in the selection process of frames. 3. Many customers mentioned that eye examiner was prescribed wrongly (not diagnose the number of glass properly) due to this they have to rush back again to store and have to follow the tedious replacement procedure. 4. Glasses were not in the stock. Have to wait long time for the delivery. 5. Not satisfied with the database storage (no centralization of storage between two different branches) & re-ordering procedure. 6. Many respondents mentioned that they never come again or never recommend to anyone. Average quantitative Ratings from the reviews (rated on a scale of 1-10): Overall 1.9 Summary: Comparing the ratings and reviews, the following can be arrived at 1. The overall satisfaction appears to be less than the average. 2. Satisfaction on customer service appears low and same pattern explain by the text analysis. 3. There is no positive or negative comments found on the category number of staff & food Value for money 2.2 Quality 2.3 Customer Service 2.0