At insight6, we believe exceptional Customer Experience (CX) is achieved when insight drives confidence, consistency and meaningful conversations. Discover how we partnered with OCL Vision to enhance patient enquiry handling through mystery shopping, training and feedback, embedding CX across every stage of the patient journey.
In this case study:
About OCL Vision
OCL Vision, originally known as Ophthalmic Consultants of London, was founded in 2018 with a vision to redefine eye care. Our journey began with the opening of our first clinic on New Cavendish Street, just off Harley Street in 2019. In 2022, we expanded to Elstree, bringing our expert services closer to even more patients. Our growth continued with the opening of a new clinic in Kensington in 2023, further enhancing our commitment to providing exceptional eye care across London.
To learn more about OCL Vision, please visit: www.oclvision.com.
OCL Vision: Project Overview
is a specialist eye care provider delivering advanced vision correction procedures, including cataract surgery, laser vision correction and complex clinical treatments. With a clear mission to improve vision and lives with excellence in care, the organisation has built an outstanding reputation for clinical outcomes and patient care.
As OCL Vision continues to grow, its leadership team recognised an opportunity to further strengthen consistency across the full patient journey. While post-treatment satisfaction was exceptionally strong, there was limited independent visibility of how prospective patients experienced the business before consultation and surgery.
Partnering with insight6, OCL Vision introduced an insight-led mystery shopping programme designed to measure real customer experiences, build team confidence and embed a culture of continuous improvement.
The Challenge
Understanding the experience before patients commit to treatment
OCL Vision consistently receives exceptional patient feedback following surgery, backed by industry-leading Trustpilot scores and strong referral performance. However, the organisation recognised that the journey begins long before clinical treatment takes place.
Early-stage interactions, including telephone enquiries, online contact and appointment booking conversations, play a crucial role in building trust and guiding patients through complex and often emotional healthcare decisions.
The firm wanted to gain a clearer, independent view of these early customer experiences. The goal was not only to understand performance, but to ensure teams were confidently guiding prospective patients towards the most appropriate treatment pathway while maintaining consistency across multiple touchpoints.
Mark Dalgarno, Head of Operations
“Patients only become patients once they’ve committed to treatment. Before that, they’re customers with choice, and those early conversations are critical.”
Our Approach
Measuring real experiences across every enquiry touchpoint
Working closely with OCL Vision, insight6 developed a tailored mystery shopping programme designed to reflect the organisation’s clinical expertise, service values and patient-first philosophy.
The programme assessed the full pre-treatment journey, capturing how prospective patients experienced telephone conversations, website enquiries and out-of-hours messaging. Rather than focusing purely on response times or process compliance, the programme evaluated the quality of engagement, clarity of communication and the ability to create reassurance and confidence.
Feedback focused on how effectively teams explored patient needs, explained treatment options and communicated OCL Vision’s clinical strengths. This allowed leadership to move beyond assumptions and gain a clear picture of real customer behaviour and expectations.
Nik Rudge, CEO OCL Vision
“Working with insight6 has given us a clearer understanding of how our clients experience us – from first enquiry through to the in-clinc journey. At a time when driving footfall and conversion is more challenging than ever, their insight has helped us identify where we can improve and where we already excel. The changes we’ve made are already delivering measurable improvements in enquiry handling and client satisfaction.”
-Nik Rudge, CEO OCL Vision
CX Solutions
Embedding Insight Into Team Culture
Turning feedback into confidence, accountability and pride
From the outset, OCL Vision positioned the mystery shopping programme as a development and learning opportunity rather than an individual performance assessment. Feedback reports were shared collaboratively across teams, encouraging open discussion and shared accountability.
Teams reviewed mystery shop results together, analysing verbatim feedback, identifying best practice and supporting colleagues in developing their communication and consultation skills.
This collective approach helped create a positive shift in team mindset, strengthening ownership of customer experience and encouraging peer learning.
Mystery shopping insight also informed operational and training improvements, including:
- Enhanced conversation frameworks to support meaningful, patient-focused discussions
- Creation of detailed USP reference guides aligned to treatments, consultants and patient needs
- Greater personalisation of communication across phone, email and reception touchpoints
- Development of internal CX leadership roles to support ongoing coaching and monitoring
“The feedback didn’t feel like judgment. It gave our teams confidence, ownership and pride in delivering exceptional experiences.”
Strengthening Consistency Across the Entire Journey
Connecting early engagement to clinical excellence
The insight6 programme helped OCL Vision align teams across multiple departments, ensuring the experience delivered during initial enquiries continued seamlessly through consultation, treatment and aftercare.
Customer experience principles were extended beyond contact centre teams, engaging reception staff, clinical support teams and front-of-house leadership in delivering consistent, personalised service.
Teams began using shared customer insights to anticipate patient needs, personalise interactions, and provide emotional reassurance during what is often a significant healthcare decision.
Project Outcomes
Stronger performance, engagement and measurable improvement
The mystery shopping programme provided immediate clarity around both strengths and development opportunities. Initial results confirmed that performance was already strong, while also highlighting areas where small refinements could significantly enhance experience delivery.
Since introducing the programme, OCL Vision has seen mystery shopping scores rise from an initial benchmark of 77% to consistently achieving results in the mid-90s, with several reporting periods achieving full compliance across enquiry channels.
Alongside performance improvements, the programme has supported stronger internal engagement and confidence across teams. Consultation quality has improved, conversations have become more personalised and treatment guidance has become clearer and more consistent.
Net Promoter Scores remain exceptionally high, placing OCL Vision alongside leading global service brands and reinforcing its reputation for patient satisfaction and loyalty.
“The programme helped us understand exactly where we excel and where small changes could make a big difference.”
Creating Continuous Improvement Through Insight
Using real feedback to shape long-term strategy
Mystery shopping insights are now fully embedded in OCL Vision’s leadership reporting, strategic planning, and board reporting KPIs. CX performance is regularly reviewed at the board level and plays an important role in operational decision-making, service innovation, and performance measurement across the organisation.
Customer insight is also helping inform marketing strategy, enquiry-handling processes, and team development pathways. The organisation has introduced dedicated customer experience leadership roles, further strengthening accountability and continuous improvement across the business.
A Culture Built Around Excellence and Care
Through its partnership with insight6, OCL Vision has strengthened its ability to deliver consistent, personalised patient experiences across every touchpoint. By combining clinical excellence with structured customer insight, the organisation continues to differentiate itself within a highly competitive healthcare sector while supporting sustainable growth and exceptional patient outcomes.
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.