Specsavers is the clear winner of the 2021 Canstar award for the best optical stores in Australia, achieving five-star reviews for customer service, after-sales service, value for money and overall satisfaction. Eyecare Plus, which picked up the award in 2018, 2019 and 2020, slipped into seventh place.
To determine the ratings, Canstar asked than 2,300 Australians for feedback on the optical stores, that are part of a national chain, they visited in the last two years. Respondents rated stores on their product range, quality of advice, customer service, after-sales service, value for money and overall satisfaction.
Specsavers achieved the only five-star review for overall satisfaction
Optical stores that met the minimum required sample size of 30 responses featured in the final results.
Specsavers achieved the only five-star review for overall satisfaction. Most optical stores featured in this year’s report landed on four stars for overall satisfaction, except Eyecare Plus and Oscar Wylee which ended on three stars.
With more than 300 locations around Australia, Specsavers was rated best for value for money, customer and after-sales service and overall satisfaction. It also got four stars for quality of advice and product range.
Specsavers now offers ‘Specsavers easypay’, which allows customers to set up a payment schedule, rather than having to pay the full price upfront. Bulk-billed eye health checks include optical coherence tomography scans.
Specsavers offers audiology services around the country, with hearing checks and hearing aids also available at selected stores.
With close to 100 stores across Australia Optical Superstore achieved four-star reviews across most of the board, including for quality of advice, value for money, and overall satisfaction. The only exception was product range, where it got three stars.
After more than 80 years, OPSM has almost 400 stores across Australia and New Zealand, OPSM achieved five-star reviews for the quality of advice, customer service and after-sales service. It landed on four stars everywhere else, including for overall satisfaction.
According to CanStar Blue, National Pharmacies’ optical department has become one of the most popular places for eye care, with several locations across the country. It currently has standalone optical stores in South Australia and Victoria, and branches in Victoria and New South Wales.
National Pharmacies Optical rated best for product range and scored additional full marks for quality of advice. It settled on four stars in the remaining research areas, such as overall satisfaction.
Bailey Nelson first opened at Bondi Beach in 2012, and now has boutique-style stores spread across Australia, Canada, New Zealand and London. Bailey Nelson earned four stars for value for money and overall satisfaction, plus three stars everywhere else.
Laubman & Pank
With more than 100 years of industry experience, and stores across Queensland, South Australia and Western Australia, Laubman & Pank received four-star reviews in the majority of categories, including product range, after-sales service, value for money and overall satisfaction. It got three stars for quality of advice and customer service.
Having received the Canstar Blue award for four years in a row, Eyecare Plus, a group of more than 100 independently-owned optometry practices, scored four stars for quality of advice and after-sales service, before getting three stars for overall satisfaction and in the remaining research areas.
Oscar Wylee achieved four stars for its product range, after-sales service and value for money, and three stars for customer service, quality of advice and overall satisfaction.
Service and Support Bring Repeat Business
According to Canstar Blue, of 1,261 Australian adults they surveyed, 51% visit the same optometrist and state the main reasons for doing so are good customer service and support. By far the majority have their eyes examined every one to two years and spend, on average, AU$258 on a pair of glasses.1
Canstar Blue research, of 1,261 Australian, finalised and published in June 2021. www.canstarblue.com.au/health-beauty/optometrists/