Specsavers boosting average transaction value by improved customer experience


Specsavers’ store in Plymouth has announced that it has deployed Qudini’s queuing system to support its retail customer experience and growing clinical offerings within the store. The new system has helped Specsavers’ Plymouth store to improve customer experience. The store is so proud of the deployment they have even created a video to demonstrate the solution to the retail industry. 

Watch the video here: https://youtu.be/dZfRzpkEpCA

The deployment of Qudini’s digital queuing system falls under part of a national roll-out of the software to all UK Specsavers stores, representing the brand’s desire to improve the customer experience and support the clinical journeys increasingly being implemented within its stores (including audiology support, glaucoma support, general eye health and even supporting NHS departments with urgent eye care services).

The Qudini queuing systems software enables the “meeter-greeter” at the front of Specsavers stores to use the Qudini app on a tablet. The meeter-greeter will greet every customer entering the store and understand their needs before using Qudini to provide them with accurate wait time information and add them to the digital queue for the department that they need, whether it’s for eyewear advice, glasses collections or optometrist services. The staff in the relevant departments in-store will be able to see the customers added to their queue and select which customer they will serve next before calling them from the waiting area. The Qudini system enables colleagues to transfer customers across digital queues as they move through the journey within store.

This means that a customer entering the store for optometrist services will be added to Qudini and provided with accurate wait time information. Once their optometrist service is completed they will be added back to the Qudini queuing system for dispense services and shown the eyewear displays whilst they wait for a dispense colleague to call their name. After purchasing glasses, when the customer later returns at a future date, they are added back to Qudini by the concierge until a colleague calls them to fit their glasses. In the event that a customer enters the store with an urgent care issue, such as developing a red eye overnight, Qudini enables the concierge to handle the customer’s issue with greater urgency, and by providing useful wait time information, helps ensure customers remain calm and are seen by an optometrist as quickly as possible.

Josie Forte, Partner of Specsavers Plymouth explains that despite the store being extremely busy and serving hundreds of customers a day for different retail and clinical journeys, the Qudini technology enables them to provide a transparent and well managed waiting experience ensuring a very calm and positive in-store customer experience. She explains that, in addition, the software improves the store team’s visibility of activities and communication across the store and that this results in less stress, improved morale and greater productivity for her team. Josie explains that all this has led to increased eyewear sales and greater loyalty to the Specsavers store amongst its customers.

Josie adds that before Qudini, the store atmosphere was extremely busy. It was difficult to understand everything that was happening in store and, as a result, it was possible to lose staff members and customers within such a busy environment. She explains that Qudini solves this entirely through enabling them to see each team member’s current activities and to manage each patient’s journey across the store (from optometrist services, to eyewear advice, to later collecting their glasses). 

Josie goes on to explain that the deployment of the Qudini retail software is important within the Specsavers stores of the future. She explains that the future of optical retail is multi-faceted as it is less about pure eyewear retail as it is about providing clinical offerings in-store, such as glaucoma support, audiology support and even becoming the first port of call for urgent eyecare support, with optometrists on the high-street working in conjunction with the NHS to reduce pressure on the healthcare system.

Josie Forte, director of Specsavers Plymouth, states: “We see several hundred patients and customers each day, some are coming in for straight forward purchases of glasses or contact lenses, others are coming in for slightly more complex clinical journeys. What the Qudini app allows us to do is understand why someone has come into the practice and to ensure that they get to the right person at the right place at the right time, to have the best outcome possible. We implemented Qudini and it was an instantaneous success. We literally were able to manage our improvements on customer serviced within a week. Qudini has enabled us to have a much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue. People are able to come in and complete their sight tests a bit quicker, which means that they are more likely to stay with us and buy glasses.”

Imogen Wethered, co-founder and CEO, states: “Working with Specsavers Plymouth and the business as a whole has been really exciting. It demonstrates a huge transformation within the retail industry as stores both expand their service offerings and become increasingly focussed on improving their customer experience and staff processes. Specsavers is particularly interesting in that it has a hybrid of both retail and clinical journeys happening across many of their stores, and their work even helps to reduce pressure on the NHS. When supporting the multiple different customer journeys happening across the Specsavers’ store estate, it has been really empowering to realise the benefits that the stores have seen from improving their customer experience, not only in terms of revenue and loyalty but also creating a better atmosphere and working environment for their team.”