At the time of this research, the contact lens market was rapidly maturing with eye care becoming increasingly competitive. Turquoise was asked by Bausch & Lomb to conduct a study looking into customer satisfaction from both the perspective of consumers and contact centre employees.
Turquoise recruited and moderated 8 in-person focus groups across the four markets: Holland, Spain, France and the UK. Respondents were a mix of Optometrists and Ophthalmologists and Opticians Assistants. In addition to the customer groups, 5 employees were interviewed in-person at contact centres in each country.
Research results illustrated to Bausch & Lomb where improvements needed to be made in terms of conceptions and services. This information was used by the brand to develop a new strategic plan to improve customer satisfaction levels.
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