Client: Specsavers
Sector: Retail / Optical & Healthcare
Services Used: Mystery Shopping, Performance Benchmarking, Behavioural Insight Tracking
The Challenge
Specsavers aimed to maintain consistently high levels of in-store service across its UK locations, focusing on staff professionalism, store standards, and the overall customer journey.
With a long-standing partnership, they wanted to continue using structured insight to recognise great performance, support training, and fine-tune specific areas such as staff identification and engagement.
Our Solution
Tern delivered an ongoing mystery shopping programme across Specsavers stores, covering key touchpoints like initial greeting, staff approach, consultation experience, and close of service.
The programme also included focused analysis on specific behavioural areas — such as the visibility and use of name badges, to support ongoing brand initiatives and compliance.
Results
- Client retention for 20+ years
- Store, Staff & Approach trending at >90%
- Name badge focus: question up by 3.29pts across 12 month average