For the third year in a row, Australian independent optometry group Eyecare Plus has outperformed its corporate competitors to top the Canstar Blue ratings.
The network, which is the country’s largest branded group of independent optometrists with 149 members, was the only eyecare provider to be awarded five stars – the highest rating possible – in the ‘overall satisfaction’ category.
It outranked other optical stores National Pharmacies, Optical Superstore, Bailey Nelson and Specsavers, which all received four stars for ‘overall satisfaction’. Luxottica-owned OPSM and Laubman & Pank were both given three stars.
“Winning Canstar for the third year in a row is not just another strong third-party endorsement of our locally owned, clinically focused, independent optometry model. Winning Canstar for the third year in a row removes any doubt that our mode of practice is the most desired and appreciated by our patients,” Eyecare Plus chairman Mr Justin Durkin said.
This year’s Canstar Blue Ratings system asked more than 2,000 Australians for feedback on optical stores – that are part of a national chain or network – they visited during the past two years. Respondents rated providers on their product range, quality of advice, customer service, after sale service, value for money and overall satisfaction. Those which met the minimum required sample size of 30 responses featured in the results.
Eyecare Plus also scored five stars for ‘after sales service’, and four stars for the remaining sub-categories.
“When the ‘corporate advertising war’ was in full swing a few years ago and our corporate competitors were investing millions of dollars in slick mass marketing advertising campaigns, we were at risk of being perceived as being out-dated, and it was tempting to think we needed to change course to offer cheaper and/or lesser services,” Durkin said.
“But, by sticking to our values and doubling down on our commitment to excellence, we have been rewarded with the ongoing support of our patients and communities.”
Meanwhile, National Pharmacies earned top marks in terms of ‘quality of advice’ and ‘customer service’.
Optical Superstore rated best for value for money, product range and after sale service, but was scored four stars overall.
National Pharmacies, Bailey Nelson and Laubman & Pank did not receive the minimum survey sample size required to be rated in two categories: product range and after sale service.