We understand the challenges facing the Optical sector.

Ensuring that every customer enquiry is handled with real care, that maximises all of the sales opportunities is the key to the long term profitability of your practice. Giving the team the skills to upsell having correctly identified a customer’s needs is challenging. This is where we can help.

For the past 15 years we have worked with many leading optical retailers. An example of this would be…

  • Mystery shopping a new enquiry via the phone and the web to see how far the inquiry goes and the quality of the response.
  • Mystery shopping the full experience from enquiry through to spectacle or contact lens fitting and to identify the follow-up process
  • Conducted walk-in mystery shops to identify how frontline staff handle new enquiries and how that whole experience feels for the customer
  • Conducted focus groups with clients to identify how they felt about their experience
  • Introduced monthly team surveys that are quick and easy which identifies morale issues that can be easily managed
  • Introduced a unique feedback process with customers to boost the number of Google reviews and for other review platforms
  • Conducted staff training sessions on the importance of delivering a great experience to leave the team motivated and for them to be the “very best that they can”
  • Facilitated team sessions on customer journey mapping in order to improve the customer experience and to increase team ownership of the process
  • Running team focus groups to offer the management the opportunity to hear how teams feel about working within the business

If you feel we can help you, please do get in touch.

Six Reasons to choose insight6 to improve your Customer Experience

We are extremely familiar with the sectors that we work in and our Customer Experience Directors have fantastic local knowledge within their regions. As a result, you will receive the best knowledge, support and information allowing you to benchmark yourself against other businesses within your industry and area.

  1. Our Customer Experience Directors are local to you and on hand to partner your journey of CX transformation.
  2. Our Customer reviews, survey tools and on-line feedback products are world class.
  3. All of your CX measurement is tailored for your business to ensure the results are 100% relevant and actionable.
  4. Our CX Directors can coach and mentor your teams to improve performance.
  5. Our benchmarking and customer mapping tools are second to none.
  6. When you work with Insight6 Transformation comes as Standard.

Stella Bate
Operations Manager Allders


“insight6 are a highly professional and approachable company, whose eye for detail in business is outstanding. The journey we have taken with them has been very rewarding to our business as well as too many individuals in so many areas. In my opinion any business that wants to make a step change in performance should take the opportunity to work with this company and see the results they can achieve. I would not hesitate to recommend insight6 to any company.”

Find out how insight6 helped to increase footfall and improve sales performance with Allders 

Imran Hakim
Hakim Group


“What I love about Chris and insight6 is that it is very personal and interactive. I can pick up the phone and have a conversation about something and it’s not a generic template - it’s very bespoke. The level of interactivity that we have allows me to stay engaged with the programme, not just the practices.”