At insight6, we believe that best-in-class Customer Experience (CX) is only possible when every team member is fully engaged and aligned. Discover how we’ve partnered with Allders Opticians to strengthen team capability through feedback, training, and insight, embedding CX across every stage of the customer journey.
In this case study:
Allders Opticians: Project Overview
Allders Opticians consider it a privilege to safeguard their customers’ vision. This is why they are dedicated to upholding the highest standards of clinical excellence and professional care in the provision of spectacles and ophthalmic lenses.
With a deep commitment to delivering optical products and services of uncompromising quality, they understand that creating an exceptional Customer Experience is a critical driver for success.
Allders partnered with insight6 to strengthen team engagement and align their teams around a shared CX vision. The result wasn’t just measurable improvements in Customer Experience, but accelerated business performance driven by confident, customer-focused teams.
About Allders Opticians
A trusted name in eyecare since 1905, Allders Opticians has built a reputation for quality eyeglasses and outstanding customer service for over more than a century.
Now part of the Hakim Group, Allders Opticians operates a portfolio of 10 branches strategically located across Bedfordshire, Hertfordshire, and Cambridgeshire.
Today, Allders combines this rich heritage with a contemporary approach, offering customers a comfortable, modern environment while remaining true to the values on which the business was founded.
The Challenge
Balancing heritage values with the pace of modern retail
With a longstanding history, Allders Opticians has grown to embrace the synergy of heritage and modernity. Built on trusted relationships, clinical excellence, and personal service, the business continues to evolve, while retaining the traditional values that define the Allders brand.
With 10 branches and more than 40 team members, maintaining a consistent CX delivery was essential. Customers expect the same high standards of care, professionalism and service, regardless of location, role or touchpoint.
The challenge was to accelerate change without compromising Allders’ traditional values – aligning every team member around a shared Customer Experience vision, while supporting growth and modernisation at scale
That’s where insight6 came in – identified as a trusted partner with the experience, professionalism, and expertise required to drive meaningful change in a fast-moving retail environment.
Our Approach
Aligning people, purpose, and performance.
Stella Bate, FBDO, Director
To support the ongoing success and growth of Allders Opticians, insight6 worked closely with the leadership team to identify the factors that would make the greatest difference. Two priorities quickly emerged: strengthening team engagement and development, and creating a truly outstanding, consistent Customer Experience.
Through detailed discussions, insight6 and Allders agreed a programme of targeted activities designed to support both business performance and cultural alignment. A key factor was ensuring that the initiative actively engaged the entire Allders team, while also developing the leadership capability of Practice Managers. This recognised that the full benefits of the CX programme could not be realised without the backing of strong leadership.
“It’s a pleasure to work with a company that values quality and customer care so highly”.
Stella Bate FBDO,Director
CX Solutions
Embedding a modern approach to traditional customer care
Together, insight6 and Allders implemented a suite of effective, people-focused CX solutions designed to modernise CX while preserving the values at the heart of the brand.
- Real-time guest feedback via instant insight
Our feedback system was embedded across all practices, enabling real-time feedback capture. Where a customer was not entirely satisfied, teams could respond immediately to resolve the issue. The platform also created a daily focus on service at a local level, driving accountability and ownership within each practice.
Initially introduced to establish a clear picture of current performance, the programme now provides a consistent service standards framework across the business. It highlights individual training and development needs, enables meaningful performance measurement, and supports target setting, benchmarking, and comparison between practices. Importantly, it also allows success to be recognised and celebrated – something that previously may have gone unnoticed.
insight6 delivers regular training tailored to the needs identified through feedback and reviews, ensuring issues are addressed quickly and learning is relevant and impactful. One-to-one coaching has also been provided to both existing and newly appointed Practice Managers, helping them interpret feedback and act on it.
Mentoring and coaching are delivered on a one-to-one basis, supporting the ongoing development of team members and building a consistent pipeline of future Practice Managers. Ongoing development reinforces leadership capabilities, maintains momentum, and supports the business as it continues to grow.
Project Outcomes
Since partnering with insight6, Allders Opticians has seen continuous improvement in the customer experience. Team members are more engaged with the business and its objectives, with a clear understanding of what is expected of them and how their individual actions directly impact Customer Experience and business performance.
By reinforcing accountability and ownership, the business is more aligned around a shared understanding of what exemplary Customer Experience looks like, and the standards expected at every stage of the customer journey.
The impact has extended beyond Customer Experience alone. Improved engagement and clarity of standards have contributed to increased footfall and more accelerated sales performance. Teams are delivering greater consistency and feel empowered to deliver the “Allders experience” with confidence, demonstrating the commercial value of a people-led, customer-focused approach.
“Working with insight6 has been a fantastic experience; their team is professional, insightful, and genuinely committed to helping clients achieve success.”
Stella Bate FBDO,Director
Recognised for CX Excellence
Stella Bate receiving the insight6 CX Excellence Mark from CX Specialist, Paul Saunders
Allders Opticians has been awarded the insight6 CX Excellence Mark, recognising their commitment to world-class customer experiences and a clear focus on continuous improvement.
“Being recognised and awarded a insight6 CX Excellence Mark has been incredibly rewarding; it’s not just a badge of excellence, but a reflection of the consistent support, attention to detail, and outstanding service we’ve experienced.”
Stella Bate FBDO,Director
Learn more about the CX Excellence Recognition Scheme and how to apply today.
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insight6’s end-to-end customer experience (CX) solutions have earned us a reputation as the partner of choice for many forward-thinking companies. Our network of local specialists provides on-the-ground support. Don’t let an inadequate customer experience ruin your reputation or impact your success. Get in touch today to schedule a no-obligation chat with your local CX specialist or a free demo of our total feedback solution—instant insight.