Eyecare Plus has become one of just six businesses in recent times to be recognised with its third consecutive Canstar Blue Award.
In a far reaching consumer survey, Eyecare Plus was the only optical store to achieve a five-star rating for overall satisfaction and after sales service. It also received four stars in all other categories, including range of products available, quality of advice, customer service and value for money.
It’s excellent to have this public recognition of our service and level of patient care
Simon Lewis, General Manager of Eyecare Plus, said the award came as welcome relief following the stresses throughout the year. “We were very pleased. Our practices have really had a tough time managing their businesses and doing the best for their staff and patients through drought, bushfires and most recently COVID-19. To be recognised with a Canstar Blue Award is an exciting result for us all,” he said.
Mr Lewis said achieving five stars for after sales service and overall satisfaction, was evidence that Eyecare Plus optometrists are “creating the right impression and doing the right thing by their customers – and that consumers appreciate local service providers,” he said.
“The difference a local business provides is that people can be welcomed by the same staff and be seen by the same optometrist every year – our practices are part of the local community.
“This survey was conducted over several months prior to COVID-19, however recent anecdotal feedback from our practices tells us that during the pandemic, people in the community said they were glad we were open so they could access essential eye health services. While sales were significantly down, with people working from home and working reduced hours, there were more ocular complaints than we usually see – digital eye strain, foreign bodies etc., due to DIY projects going wrong, as well as lost or broken spectacles.”
“Post COVID-19, with more people working from home, or at least working within flexible arrangement to avoid peak times on roads and public transport, I expect we will see an even stronger appreciation of local service providers.
“It’s excellent to have this public recognition of our service and level of patient care.”
Canstar Blue commissions professional market research companies, Qualtrics, Colmar Brunton and Iview (owned by Ipsos), to ask Australian consumers about their experiences with purchased products or services. These shoppers then rate their satisfaction level with their brand of choice, on a sliding scale (one to 10).
Coming in behind Eyecare Plus was National Pharmacies, which earned top marks in quality of advice and customer service, and four stars overall. Optical Superstore rated best for value for money, product range and after sales service, and achieved four stars overall. Bailey Nelson and Specsavers also achieved four stars, while OPSM and Laubman & Pank achieved three stars overall.
Notably, National Pharmacies, Bailey Nelson and Laubman & Pank did not receive the minimum survey sample size needed to be rated in two categories: product range and after sales service.