Specsavers tops 2023 customer experience award rankings

Specsavers tops 2023 customer experience

Specsavers has been named among Australia’s top retailers in delivering exceptional customer service, according to new reports from KPMG and Reader’s Digest that surveyed thousands of people collectively.

The 2023 KPMG Customer Experience Survey released this week surveyed more than 20,000 people globally – and over 2,500 in Australia – asking which brands they believed delivered the best customer experience.

Specsavers ranked fourth in the list, which identify brands that Australians feel deliver personalised service, provide greater value for money and had a deeper level of understanding of what customers need.

In addition to its top five inclusion in the KPMG report, Specsavers’ optical and audiology businesses were presented with the Gold Award in the 2024 Reader’s Digest Quality Service Awards for the categories of optometry and hearing care, announced on 23 November 2023.

The Quality Service Awards recognise Australian businesses for their exceptional customer service, as determined by research conducted by Catalyst Consultancy and Research which surveyed 2,500 Australians.

Specsavers managing director Mr Paul Bott said: “Our mission is to change lives through better sight and hearing, and that starts with providing our customers with an exceptional experience – every time.

“Specsavers has always put the customer at the heart of what we do, and we continuously listen to our customers and our team members to ensure we are innovating and improving the customer experience.”

Bott said that the outcomes of the report align with Specsavers’ dedication to its customers.

“We are, and always will be, committed to our core values of providing accessible and affordable eye and hearing care for all Australians, so to be recognised by our customers as delivering on that promise is a huge honour.

“As the KPMG report highlights, great customer service revolves around creating authentic connections and meaningful relationships. At Specsavers, we are proud of our diverse and inclusive workplace culture that empowers everyone to be themselves and create those great experiences.”

He added: “It is part of the reason we were recognised as one of Australia’s best workplaces earlier this year – a company built on great people, who come to work every day driven by the mission to help make a difference to the lives of Australians.”

The 2023 KPMG Customer Experience Survey can be found here.

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